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 365360 results
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Decision Reference DRN-5353771
9 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5353771 The complaint Mr B complains about how U K Insurance Limited (“UKI”) handled a claim on his motor insurance policy. The incident in question involved a named driver on the policy, but as the complaint was made by Mr B, for ease I’ll refer to him throughout. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5410365
9 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5410365 The complaint Mr A complains Barclays Bank UK PLC (“Barclays”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr A h... (2 pages)View decision -
Decision Reference DRN-5399983
9 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5399983 The complaint Mr K complains that Bank of Scotland plc trading as Halifax lent irresponsibly when it approved his credit card application. What happened Mr K applied for a credit card with Halifax in November 2018. In his application Mr K confirmed an income of £2,526 that ... (3 pages)View decision -
Decision Reference DRN-5544202
9 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5544202 The complaint Mr M complains that Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened Mr M complains that on 23 September 2020 he sent a payment of €100,000 to what he thought was a legitimate investment. Mr M says there were some issu... (4 pages)View decision -
Decision Reference DRN-5504658
9 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5504658 The complaint Mr F has complained that Lloyds Bank PLC failed to tell him a promotional offer was ending. What happened Mr F has an account with Lloyds. In October 2019, it wrote to him to explain that it was changing from ‘Choice Rewards’ to ‘Platinum Cashback’. The letter ... (1 page)View decision -
Decision Reference DRN-4961941
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4961941 The complaint Mr R complains that Revolut Ltd won’t refund him the money he lost in an investment scam. Mr R is represented by a professional representative, but for ease of reading I’ll refer to Mr R only. What happened The circumstances of this complaint are well-known t... (4 pages)View decision -
Decision Reference DRN-5303498
9 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5303498 The complaint Mr E complains about the quality of a used car he acquired through a personal contract purchase (‘PCP’) with Lloyds Bank PLC (‘Lloyds’). Mr E says that the car isn’t of satisfactory quality as it broke down in just under six months and he would now like to reje... (4 pages)View decision -
Decision Reference DRN-5510373
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5510373 The complaint Mrs W says Revolut Ltd (“Revolut”) refuses to refund her for a transaction on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mrs W says she di... (3 pages)View decision -
Decision Reference DRN-5321092
9 May 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5321092 The complaint A limited company, which I will refer to as S, complains about the handling of its commercial property insurance claim by Zurich Insurance PLC. What happened The following is intended only as a brief summary of events. Additionally, although various parties hav... (5 pages)View decision -
Decision Reference DRN-5300369
9 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5300369 The complaint Mr and Mrs F say Barclays Bank UK PLC (“Barclays”) allowed unauthorised transactions to take place on their joint account. What happened Mr and Mrs F say their debit cards were used to make fraudulent transactions from their joint account. And even when the car... (2 pages)View decision
