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 360982 results
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Decision Reference DRN-5092313
17 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5092313 The complaint A company, which I will refer to as B, complains about Barclays Bank UK Plc’s actions in relation to its bank account. Briefly, B’s director says that Barclays made repeated requests for the same information, wrongly closed the account, and then on re-opening t... (4 pages)View decision -
Decision Reference DRN-4895402
17 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4895402 The complaint Mr S complains that Lloyds Bank PLC hasn’t refunded a payment he made. Mr S is represented in this complaint, but for ease, I’ll refer only to Mr S throughout. What happened In December 2021, Mr S paid £4,650 to a service provider (who I’ll refer to as “M”) usi... (2 pages)View decision -
Decision Reference DRN-5020471
17 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5020471 The complaint Mrs L complains that Revolut Ltd hasn’t protected her from losing money she paid to one of its customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr... (2 pages)View decision -
Decision Reference DRN-4967798
17 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4967798 The complaint Mr F complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s being represented. To keep things simple, I’ll refer to Mr F throughout this decision. What happened The background to this complaint is known to both parti... (10 pages)View decision -
Decision Reference DRN-5191899
17 Feb 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5191899 The complaint Mr P says Somerset Bridge Insurance Services Limited (delegated as a claims handler for his insurer) didn’t pay him enough for his written-off car when he made a claim on his motor insurance policy. What happened Somerset Bridge offered Mr P £2,631 for the car... (2 pages)View decision -
Decision Reference DRN-5328954
17 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5328954 The complaint Ms O has complained that Bank of Scotland plc (BOS) will not extend the term of her interest-only mortgage to allow her to continue living in the property, and that it will not offer her a new fixed fate until the existing term ends. Her previous fixed rate has... (4 pages)View decision -
Decision Reference DRN-4722386
17 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4722386 The complaint Mr M complains Bank of Scotland Plc trading as Halifax (“Halifax”) unfairly declined a claim he brought under Section 75 (“Section 75”) of the Consumer Credit Act 1974 (“CCA”). What happened Both parties are familiar with the facts of the case, so I’ll summaris... (3 pages)View decision -
Decision Reference DRN-4637504
17 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4637504 The complaint Mrs W complains that Bank of Scotland plc did not accept her claim under section 75 of the Consumer Credit Act 1974 (“section 75”) in respect of a timeshare relinquishment agreement. The bank operates in this case under its Halifax brand. Mrs W has been represe... (3 pages)View decision -
Decision Reference DRN-4741684
17 Feb 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4741684 The complaint Mr T complains about an unsuccessful chargeback on his credit card held with American Express Services Europe Limited trading as American Express (Amex). What happened In July 2023 Mr T made a purchase with an online retailer using a third-party payment provide... (3 pages)View decision -
Decision Reference DRN-5268252
17 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5268252 The complaint Mr H is unhappy with the service received from AXA PPP Healthcare Limited in connection with a private medical insurance policy he had which was due to renew. That includes collecting the policy premium from him even though he’d phoned disputing the premium amo... (2 pages)View decision
