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 376696 results
-
Decision Reference DRN-5757824
1 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5757824 The complaint Mr B complains about a decision by Volkswagen Financial Services (UK) Limited (‘VWFS’), trading as Volkswagen Financial Services, to decline his refinancing application. What happened The detailed background to this complaint is well known to both parties. So, ... (2 pages)View decision -
Decision Reference DRN-5786726
1 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5786726 The complaint Mr G complains that Revolut Ltd closed his account and then retained funds held in it. What happened Mr G held an account with Revolut. Linked to that account, he also held an account with P, a fintech investment business. As well as day to day spending, Mr G a... (3 pages)View decision -
Decision Reference DRN-5584433
1 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5584433 The complaint Mr W complains National Westminster Bank Plc (NatWest) failed to conduct sufficient financial checks before it approved a credit card account for him. What happened Mr W says NatWest approved a credit card account for him in December 2021 with a credit limit of... (3 pages)View decision -
Decision Reference DRN-5148776
1 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5148776 The complaint Mrs B complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (5 pages)View decision -
Decision Reference DRN-5682702
1 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5682702 The complaint Mr and Mrs B have complained that Accelerant Insurance Europe SA/NV UK Branch hasn’t fully settled a claim they made on a travel insurance policy. What happened Mr and Mrs B were on a trip abroad that began on 3 October 2024 with a planned return date of 13 Oc... (3 pages)View decision -
Decision Reference DRN-5775226
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5775226 The complaint Mrs O complains that Barclays Bank UK PLC (“Barclays”) won’t refund money she lost when she fell victim to an investment scam. Mrs O is being represented by solicitors. What happened Mrs O says she fell victim to a cryptocurrency investment scam in 2021, afte... (2 pages)View decision -
Decision Reference DRN-5786660
1 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5786660 The complaint Mrs T is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs T fell victim to a cruel investment scam. After being added to and following an onlin... (6 pages)View decision -
Decision Reference DRN-5316161
1 Sep 2025 Vitality Corporate Services Limited Not upheldInsuranceDRN-5316161 The complaint Mr O complains Vitality Corporate Services Limited has overcharged him for the ongoing cost of his life insurance policy. What happened Mr O has held the same life insurance policy for many years. Several years ago, that policy was acquired by Vitality from Mr... (3 pages)View decision -
Decision Reference DRN-5603094
1 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5603094 The complaint I, a company, complains about the way in which U K Insurance Limited (‘UKI’) handled a claim on its commercial legal expenses insurance policy. I says UKI treated it unfairly. In this decision all references to UKI include their claims handlers. I’s complaint ... (2 pages)View decision -
Decision Reference DRN-5786236
1 Sep 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5786236 The complaint Mr K complains because Great Lakes Insurance UK Limited (‘Great Lakes’) hasn’t paid the full amount of a curtailment claim under his travel insurance policy. All references to Great Lakes include the agents appointed to handle claims and complaints on its behal... (4 pages)View decision
