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-5231997
16 May 2025 Unum Ltd Not upheldInsuranceDRN-5231997 The complaint Mr M complains that Unum Ltd has unreasonably declined a claim he made under his employer’s group income protection policy. What happened Mr M is a member of his employer’s group income protection policy, which is provided by Unum. The policy is designed to pay... (4 pages)View decision -
Decision Reference DRN-5095607
16 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5095607 The complaint Miss P complains that Revolut Ltd has declined to reimburse payments she made as part of a scam. What happened As the facts are well-known to the parties, I’ll summarise them briefly. Miss P was contacted on a messaging app about a job opportunity – this involv... (4 pages)View decision -
Decision Reference DRN-5537375
16 May 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5537375 The complaint Mr D complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to him. He wants all interest and charges on his loans refunded along with statutory interest. He also wants any adverse information regarding the loans removed from his credi... (3 pages)View decision -
Decision Reference DRN-4959796
16 May 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4959796 The complaint Miss G complains that Marks & Spencer Financial Services Limited (MSFS) hasn’t refunded a payment she made. What happened In October 2023, Miss G paid a deposit of around £75 to a company I’ll call F, offering her a photoshoot to assess her suitability for... (4 pages)View decision -
Decision Reference DRN-5504361
16 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5504361 The complaint Mr V is unhappy with Bank of Scotland plc trading as Halifax. Mr V wanted to transfer his cash ISA from Halifax to Bank “A”. The transfer was delayed and when Mr V went to put new and further money into his new ISA with A he was told this wasn’t possible as he ... (3 pages)View decision -
Decision Reference DRN-5427832
16 May 2025 Aldermore Bank Plc UpheldBanking and PaymentsDRN-5427832 The complaint Mr V is unhappy with Aldermore Bank Plc. Mr V was looking to transfer an ISA to Aldermore from another bank “H”. But there were delays and difficulties getting the account set up and Mr V had money returned to him as Aldermore wouldn’t accept his further deposi... (3 pages)View decision -
Decision Reference DRN-5109107
16 May 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5109107 The complaint Miss S complains about the quality of a used car that was supplied through a hire purchase agreement with Startline Motor Finance Limited (Startline). What happened In October 2023, Miss S acquired a used car through a Hire purchase agreement with Startline. Th... (5 pages)View decision -
Decision Reference DRN-5478156
16 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5478156 The complaint Mr D complains about Lloyds Bank PLC. He would like Lloyds to refund him £950 that he lost to a recovery scam. What happened The details of what happened here are well-known to both parties, so I won’t repeat them in detail here. In summary, Mr D had previou... (3 pages)View decision -
Decision Reference DRN-4977738
16 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4977738 The complaint M, a limited company, complains that National Westminster Bank PLC has declined to refund disputed transactions that debited its account in February 2024. What happened M is represented by Mr A, one of its directors. I’ll refer to Mr A throughout this decision.... (4 pages)View decision -
Decision Reference DRN-5497603
16 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5497603 The complaint Mr M complained that Aviva Insurance Limited (“Aviva”) unfairly cancelled and avoided (treated it as though it never existed) his motor insurance policy. What happened Mr M said his policy was unexpectedly cancelled. He said he was repeatedly asked to provide i... (3 pages)View decision
