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 360264 results
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Decision Reference DRN-5274749
12 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5274749 The complaint Mr G complains that Barclays Bank UK PLC trading as Barclaycard reduced the credit limit on his credit card account. What happened In October 2024, Barclaycard made the decision to reduce the credit limit on Mr G’s credit card account from £3,400 to £600. It sa... (3 pages)View decision -
Decision Reference DRN-5290793
12 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5290793 The complaint Mrs S is unhappy with the decision by Aviva Insurance Limited (Aviva) following a claim for damaged contents on her home insurance policy. Aviva is the underwriter of this policy. Aviva has accepted it is accountable for the actions of agents involved in the c... (4 pages)View decision -
Decision Reference DRN-4788138
12 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4788138 The complaint and background Mr S complains Monzo Bank Ltd won’t reimburse the money he lost when he fell victim to a scam. Mr S met an individual online and struck up a friendship with her. He spoke to the individual for a few weeks before she began helping him to invest in... (2 pages)View decision -
Decision Reference DRN-5173294
12 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5173294 The complaint Mr M and Mrs K – representing the estate of Mrs M – complain about Royal & Sun Alliance Insurance Plc’s (‘RSA’) decision to decline a claim on Mrs M’s home insurance policy. For clarity and ease, I’ll refer only to Mr M throughout this decision rather than... (3 pages)View decision -
Decision Reference DRN-5186477
12 Feb 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5186477 The complaint Mr N complains about the increase in premium for his motor insurance policy with Tesco Underwriting Limited (Tesco) following a non-fault accident. References to Tesco in this decision include their agents. What happened Mr N took out a motor insurance policy... (6 pages)View decision -
Decision Reference DRN-5318118
12 Feb 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5318118 The complaint A limited company, that I’ll refer to as S, has complained that Arthur J. Gallagher Insurance Brokers Limited mis-sold its “Contractors Combined” insurance policy. Mr D, as a director of S, has brought the complaint on its behalf. What happened S has used Art... (6 pages)View decision -
Decision Reference DRN-5326409
12 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5326409 The complaint Mr W complains that Kroo Bank Ltd (“Kroo”) failed to refund transactions from his account that he didn’t recognise. What happened Mr W reported that he’d been locked out of his main bank account (held with another business I’ll refer to as H). He was advised th... (4 pages)View decision -
Decision Reference DRN-4926086
12 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4926086 The complaint Mrs C, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. I... (4 pages)View decision -
Decision Reference DRN-4856595
12 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4856595 The complaint Mr and Mrs F are being represented by solicitors. They’re complaining about HSBC UK Bank Plc because it declined to refund money they lost as a result of fraud. What happened Sadly, Mr F fell victim to a cruel investment scam. He responded to an advert he saw o... (5 pages)View decision -
Decision Reference DRN-5325817
12 Feb 2025 Swift 1st Limited UpheldMortgagesDRN-5325817 The complaint Miss L complains about her second charge mortgage (secured loan) which is being administered by Swift 1st Limited, trading as Swift Advances. She complains that the loan agreement is unfair, she has had to pay an excessive amount to the loan in interest and oth... (4 pages)View decision
