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 366350 results
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Decision Reference DRN-5441672
22 May 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5441672 The complaint Mr H complains about how The Royal Bank of Scotland Plc (RBS) trading as First Active has administered his mortgage and the service it has provided, particularly when he has complained. What happened In 2006, Mr H took out a mortgage with First Active. Mr H com... (2 pages)View decision -
Decision Reference DRN-5534458
22 May 2025 Wakam UpheldInsuranceDRN-5534458 The complaint Miss E complains Wakam unfairly declined a claim and cancelled her pet insurance policy. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties. And as our investigator detaile... (3 pages)View decision -
Decision Reference DRN-5420865
22 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5420865 The complaint The estate of Mr S complains that Phoenix Life Limited (Phoenix) breached the Data Protection Act when it informed a third party who the pension benefits of the late Mr S’s pension policy with it were paid to. The estate of Mr S said that this breach has caused... (4 pages)View decision -
Decision Reference DRN-5219411
22 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5219411 The complaint Mr D complains about Lloyds Bank PLC. He says that he has been the victim of a scam and would like Lloyds to refund him the money he has lost as a result. What happened In April 2014, Mr D invested £7,800 into a company I will refer to as ‘E’. Our Investigato... (3 pages)View decision -
Decision Reference DRN-5196043
22 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5196043 The complaint Mr G complains about Lloyds Bank PLC. He says that he has been the victim of a scam and would like Lloyds to refund him the money he has lost as a result. What happened In April 2019, Mr G made payments totalling £30,000 to a company I will refer to as HSG. ... (2 pages)View decision -
Decision Reference DRN-5578371
22 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5578371 The complaint Mr T complains Revolut Ltd (“Revolut”) applied an adverse fraud marker against him and returned funds in his account to the sender. Mr T says Revolut’s actions have caused him significant distress and inconvenience. He adds that it’s also led to him becoming fi... (3 pages)View decision -
Decision Reference DRN-5250270
22 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5250270 The complaint A limited company, which I’ll refer to as H, complains that Barclays Bank UK PLC acted unfairly when compulsory strike-off action was taken against H. What happened H was a customer of Barclays and took out a business term loan in 2020. On 28 November 2023, the... (3 pages)View decision -
Decision Reference DRN-5193113
22 May 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5193113 The complaint Mr M complains about a car supplied under a hire purchase agreement, provided by MotoNovo Finance Limited trading as MotoNovo Finance. What happened Around 18 February 2023 Mr M acquired a used car under a hire purchase agreement with Motonovo. The car is list... (4 pages)View decision -
Decision Reference DRN-5365931
22 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5365931 The complaint Mr D is unhappy Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened In 2022, Mr D says he was introduced to some investors who had been recommended to him (Mr C and Mr R) by an acquaintance who claimed to be successfully investing with ... (4 pages)View decision -
Decision Reference DRN-5558651
22 May 2025 Covea Insurance plc Not upheldInsuranceDRN-5558651 The complaint Mr S complains that Covea Insurance plc unfairly declined a claim on his commercial vehicle policy and then cancelled it as if it hadn't existed (known as voidance). In bringing this complaint Mr S has received help from his son. But for simplicity I’ll re... (5 pages)View decision
