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 381196 results
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Decision Reference DRN-5436461
28 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5436461 The complaint Mr W complains about the way AXA Insurance UK Plc has handled a claim he made following an escape of water at his property. Mr W is being represented in bringing this complaint. For ease I’ve referred to most comments of the representative as being Mr W’s own, ... (3 pages)View decision -
Decision Reference DRN-5364302
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5364302 The complaint Mr S complains that Barclays Bank UK PLC won’t refund money he lost to a scam. Mr S’s representative has brought this complaint on his behalf. For ease, I have referred to comments made by the representatives as though made by Mr S. What happened The details of... (2 pages)View decision -
Decision Reference DRN-4905770
28 Mar 2025 Bank of Scotland Plc UpheldInvestmentsDRN-4905770 The complaint Mrs H is unhappy about the transfer of her stocks and shares ISA to Bank of Scotland plc (trading as Halifax), as well as her attempt to move her funds away from Halifax later on. What happened In April 2023 Mrs H opened a two-year fixed rate ISA at 4.2% online... (4 pages)View decision -
Decision Reference DRN-5169902
28 Mar 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5169902 The complaint Mr S is unhappy that Great Lakes Insurance UK Limited hasn’t settled his travel insurance claim in full. What happened Mr S went on a golfing holiday. Unfortunately, whilst abroad, he tested positive for Covid-19. In line with the relevant government’s guidance... (3 pages)View decision -
Decision Reference DRN-5435006
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5435006 The complaint Mr S holds/held an account with Revolut Ltd (“Revolut”) Mr S’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr S is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr S so... (7 pages)View decision -
Decision Reference DRN-5435028
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5435028 The complaint Mr B complains about the actions of Revolut Ltd when he lost money to a scam. Mr B is being represented by a claims management company but for ease of reading I’ll only refer to Mr B. What happened In early May 2023 Mr B was contacted via a message by a third... (10 pages)View decision -
Decision Reference DRN-5006074
28 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5006074 The complaint Miss S complains that HSBC UK Bank Plc (“HSBC”) failed to refund a transaction she didn’t recognise. What happened What Miss S says Miss S explained that she mislaid her phone whilst at work. At the time, Miss S said she’d removed the password protection from t... (3 pages)View decision -
Decision Reference DRN-4687744
28 Mar 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4687744 The complaint Mr P complains that The Co-Operative Bank Plc didn’t treat him fairly when he fell victim to a scam in 2023. What happened Mr P holds an account with Co-op. In 2023 he received a call purportedly from Co-op saying his account was at risk, and he subsequently w... (4 pages)View decision -
Decision Reference DRN-5237043
28 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5237043 The complaint Mr L complains The Royal Bank of Scotland Plc (“RBS”) closed his account; delayed and placed unnecessary barriers to reclaiming his funds; and should have notified him about the closure using different channels given he lives abroad, and the availability of mod... (3 pages)View decision -
Decision Reference DRN-5436331
28 Mar 2025 Product Partnerships Limited Not upheldConsumer CreditDRN-5436331 The complaint Mr M complains that Product Partnerships Limited (PPL) would not allow him to switch to a different car under his hire agreement with them. When I refer to what Mr M and PPL have said, it should also be taken to include things said on their behalf. What happe... (5 pages)View decision
