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 367300 results
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Decision Reference DRN-5411340
7 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5411340 The complaint Mr A complains that Wise Payments Limited didn’t do enough to prevent him from losing money to a scam. Mr A has used a representative to help him with his complaint. But, for ease of reading, I’ll mostly just refer to Mr A himself, where I also mean the repres... (3 pages)View decision -
Decision Reference DRN-5411336
7 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5411336 The complaint Mr A complains that Revolut Limited didn’t do enough to prevent him losing money to a scam. Mr A has used a representative to help him bring his complaint. But for ease of reading, I’ll mostly just refer to Mr A himself, where I also mean the representative. ... (3 pages)View decision -
Decision Reference DRN-5501291
7 May 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5501291 The complaint Mrs K is unhappy with the decision by Gresham Insurance Company Limited following a claim for storm damage on her home insurance policy. Mrs K’s son is the authorised representative on this complaint. As the policy is in the name of Mrs K only, I have referred... (4 pages)View decision -
Decision Reference DRN-5521082
7 May 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5521082 The complaint Mr S is unhappy with J P Morgan Europe Limited trading as Chase. Mr S opened a new account with Chase and shortly after that the account interest rates decreased. Mr S contacted Chase to find out why it hadn’t notified customers of this. Chase said it had made... (2 pages)View decision -
Decision Reference DRN-5457156
7 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5457156 The complaint Miss M has complained that Admiral Insurance (Gibraltar) Limited paid her only a proportional settlement of her claim on her motor insurance policy following the loss of her car. She’s also unhappy with its level of service and changes in the settlement offered... (4 pages)View decision -
Decision Reference DRN-5520045
7 May 2025 Barclays Bank Plc Not upheldInvestmentsDRN-5520045 The complaint Mr L complains Barclays Bank Plc (‘Barclays’) delayed the transfer of his Stocks and Shares ISA causing him financial loss. Mr L had also referred a complaint about the other firm involved in his ISA transfer to our service but at the time didn’t ask for an Om... (8 pages)View decision -
Decision Reference DRN-5511838
7 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5511838 The complaint Miss G complains that due to a system failure she was unable to access her account with Bank of Scotland plc trading as Halifax. What happened Miss G complained to Halifax as she was unable to access her Halifax account online on 28 February 2025 as the system... (2 pages)View decision -
Decision Reference DRN-5511834
7 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5511834 The complaint Miss G complains that due to a system failure she was unable to access her account with Lloyds Bank PLC. What happened Miss G complained to Lloyds as she was unable to access her account online on 28 February 2025 as the system wasn’t working. She said she had... (2 pages)View decision -
Decision Reference DRN-5514573
7 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5514573 The complaint Mr R is unhappy with the service that he’s received from Aviva Life and Pensions UK Limited (‘Aviva’). When Aviva provided a value for his pension plan, Mr R says the balance given was much lower than he anticipated. To put things right, Mr R would now like Avi... (7 pages)View decision -
Decision Reference DRN-5217098
7 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5217098 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he was a victim of an impersonation scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In January 2024, Mr S received... (6 pages)View decision
