We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 367300 results
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Decision Reference DRN-5515788
14 May 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5515788 The complaint Miss H complains that Aviva Life & Pensions UK Limited (Aviva) gave her incorrect information when she called it to opt out of her workplace pension. She thinks this led to her contributing into a pension she didn’t want, leading to a financial loss. What h... (6 pages)View decision -
Decision Reference DRN-5009746
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5009746 The complaint Miss T complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Miss T said she saw an investment advert on social media and she clicked a link which directed her to an investment firm, that we now know to... (11 pages)View decision -
Decision Reference DRN-5236116
14 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5236116 The complaint A sole trader, who I’ll refer to as Mr F, complains that Barclays Bank UK PLC is unfairly holding him personally liable for a bounce back loan (“BBL”) that he applied for on behalf of of a limited company. What happened Mr F had a sole trader business account w... (2 pages)View decision -
Decision Reference DRN-5158281
14 May 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5158281 The complaint Mrs D complains that a car acquired under a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (“Vauxhall Finance”) wasn’t of satisfactory quality when it was supplied to her. What happened The parties are fami... (4 pages)View decision -
Decision Reference DRN-5559811
14 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5559811 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (“Halifax”) has failed to refund the money he says he lost to an investment scam. What happened Both parties are familiar with the details of the scam, so I will provide only a summary here. Mr A says ... (2 pages)View decision -
Decision Reference DRN-5559780
14 May 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5559780 The complaint Mrs M complains that HCC International Insurance Company Plc turned down her subsidence claim made under her property insurance policy. Any reference to HCC includes its agents. What happened Mrs M owns a flat within a block of flats. She has property insuran... (5 pages)View decision -
Decision Reference DRN-5494723
14 May 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5494723 The complaint Mr and Mrs W have complained that AXA PPP Healthcare Limited (trading as AXA Health) declined cover for an operation on a private medical insurance policy. As it is Mr W leading on the complaint, I will mostly just be referring to him in this decision. What h... (2 pages)View decision -
Decision Reference DRN-5093768
14 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5093768 The complaint Mr D complains that Revolut Ltd won’t refund him money he lost in an investment scam. Mr D is represented by a professional representative, but for ease of reading I’ll just refer to Mr D. What happened The background to this complaint is well-known to both p... (3 pages)View decision -
Decision Reference DRN-5427700
14 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5427700 The complaint Mr S complains Barclays Bank UK PLC didn’t complete a transfer he instructed them to. What happened Mr S lives in the USA and described how he travelled to the UK specifically to close a bank account he had held with Barclays for over 40 years. Mr S explained t... (4 pages)View decision -
Decision Reference DRN-5501053
14 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5501053 The complaint Mr Q complains that Creation Consumer Finance Ltd (Creation) didn’t sufficiently check whether he could sustain the repayments before they agreed to his opening a credit account. In bringing his complaint Mr Q is represented by a third party. For ease of readin... (2 pages)View decision
