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 401363 results
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Decision Reference DRN-5581222
18 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5581222 The complaint Mrs R 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 R fell victim to a cruel investment scam. After responding to an advert on social med... (5 pages)View decision -
Decision Reference DRN-5825417
18 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5825417 The complaint Mr K complains that Bank of Scotland Plc (Halifax) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr K also complains that his relationship with Halifax was unfair as they were allowed to rely on high-cos... (3 pages)View decision -
Decision Reference DRN-5311864
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5311864 The complaint Mr O complains that Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened In 2019, Mr O was looking to make an investment and was introduced to a company investing into property development. When Mr O didn’t get the returns... (3 pages)View decision -
Decision Reference DRN-5620685
18 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5620685 The complaint Mr B complains Aviva Insurance Limited (“Aviva”) unfairly declined his claim on his property insurance policy for storm damage to his garden wall. All references to Aviva include its agents. What happened Mr B renewed his property insurance policy around Novemb... (3 pages)View decision -
Decision Reference DRN-5497647
18 Sep 2025 Automotive Compliance Ltd UpheldInsuranceDRN-5497647 The complaint Mr L complains that Automotive Compliance Ltd mis-sold his motor warranty. What happened When Mr L purchased a used vehicle he also purchased a motor warranty sold by Automotive Compliance Ltd. But when Mr L came to need the warranty and made a claim against it... (3 pages)View decision -
Decision Reference DRN-5491369
18 Sep 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5491369 The complaint Miss R complains that Guavapay trading as MyGuava (‘MyGuava’) declined to refund her money which she says she lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties so I will not go into every detail of what... (3 pages)View decision -
Decision Reference DRN-5823055
18 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5823055 The complaint Miss W says Admiral Financial Services Limited, trading as Admiral Money, irresponsibly lent to her. What happened Miss W took out a loan for £5,000 over 48 months on 4 December 2023 from Admiral Money. The monthly repayments were £196.90 and the total repayabl... (3 pages)View decision -
Decision Reference DRN-5809688
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5809688 The complaint Mr U complains as a director of T, a company, that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY in error paid duplicate credits into T's account and then removed them without notice causing the account to go overdrawn. What happened On 30 June 2025, in... (2 pages)View decision -
Decision Reference DRN-5730600
18 Sep 2025 The Claims Consultancy (London) Limited Not upheldInsuranceDRN-5730600 The complaint Mr U and Ms S complain about how much they’ve been charged by The Claims Consultancy (London) Limited (TCC). What happened The events are well known to both parties and so I won’t go into them in detail here. In summary, Mr U and Ms S suffered an escape of wate... (3 pages)View decision -
Decision Reference DRN-5825620
18 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5825620 The complaint Miss D complains that Loans 2 Go Limited irresponsibly provided her with a loan. Miss D is supported in bringing this complaint by a representative. But, for ease, I’ll refer to actions and submissions as being those of Miss D herself. What happened Loans 2 G... (4 pages)View decision