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 365917 results
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Decision Reference DRN-5498741
19 May 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5498741 The complaint Mr and Mrs W complain that AXA Insurance UK Plc declined a claim on their buildings insurance policy. What happened Mr and Mrs W made a claim on their policy for damage to a sceptic tank. They share the use of the tank with some neighbouring properties and are ... (4 pages)View decision -
Decision Reference DRN-5469982
19 May 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5469982 The complaint Mr O has complained that HSBC Life (UK) Limited declined a claim he made under his critical illness policy. What happened The background to this complaint is well known to the parties. In summary Mr O had a decreasing term assurance policy with critical illness... (3 pages)View decision -
Decision Reference DRN-5552407
19 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5552407 Complaint Miss C has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to her. She says credit card was irresponsibly provided as it was unaffordable for her. Background Capital One provided Miss C with a credit card with a limit of £3,250.00... (4 pages)View decision -
Decision Reference DRN-5126435
19 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5126435 The complaint Mr S is unhappy with the way Admiral Insurance (Gibraltar) Limited handled his travel medical claim. What happened Mr S had travel medical cover with Admiral. Admiral used third-party providers to handle the emergency assistance part of Mr S’s claim. However, f... (3 pages)View decision -
Decision Reference DRN-4969246
19 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4969246 The complaint Mrs F is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs F fell victim to a series of cryptocurrency investment scams that she originally saw advert... (4 pages)View decision -
Decision Reference DRN-5535974
19 May 2025 Trading 212 UK Limited UpheldBanking and PaymentsDRN-5535974 The complaint Ms W complains that Trading 212 UK Limited delayed the transfer in of her cash ISA from a third party and provided poor customer service. What happened Ms W explains that she made a transfer request to Trading 212 UK. It told her that the third party had reject... (2 pages)View decision -
Decision Reference DRN-4989126
19 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4989126 The complaint and background Mr and Mrs P complain Barclays Bank UK PLC (‘Barclays’) won’t reimburse over £13,000 that was lost when Mr P fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. He didn’t think any of the payments looke... (2 pages)View decision -
Decision Reference DRN-5184212
19 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5184212 The complaint Mr M complains that Wise Payments Limited trading as Wise didn’t do enough to prevent him losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events... (3 pages)View decision -
Decision Reference DRN-4956619
19 May 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4956619 The complaint Ms D has complained that, despite having paid off her balance, Marks & Spencer Financial Services Plc (‘MSFS’) unfairly charged her a late payment fee, followed by further late payment fees on top of this. What happened Ms D opened a credit card account wit... (2 pages)View decision -
Decision Reference DRN-5539997
19 May 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5539997 The complaint Miss B complains eBay Commerce UK Ltd (Commerce) restricted her account and then held onto her money. What happened Miss B held an eBay marketplace (marketplace) account, and she was contacted by marketplace about another account. Marketplace asked Miss B to ... (3 pages)View decision
