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 380824 results
-
Decision Reference DRN-5450000
29 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5450000 The complaint Mr and Mrs G complain that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund them the amount Mr G lost as the result of a scam. Mr and Mrs G are being represented by a third party. To keep things simple, I will refer to Mr and Mrs G throug... (3 pages)View decision -
Decision Reference DRN-5588865
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5588865 The complaint Mr C complains that Barclays Bank UK PLC (“Barclays”) won’t refund payments he claims were made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand i... (3 pages)View decision -
Decision Reference DRN-5747660
29 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5747660 The complaint Mr F and Mrs F complain U K Insurance Limited (UKI) have declined the claim they made under their home insurance policy. This complaint has been brought by both Mr F and Mrs F, but as Mr F is the policyholder, and for ease, I’ve referred to him throughout. What... (4 pages)View decision -
Decision Reference DRN-5449994
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5449994 The complaint Mr G complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5735007
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5735007 The complaint Mr and Mrs S complain that HSBC UK Bank Plc didn’t refund them money, that they believe was lost through an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all i... (3 pages)View decision -
Decision Reference DRN-5841047
29 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5841047 The complaint Mr W complains about Ageas Insurance Limited (“Ageas”) for declining his claim for damage following a storm. He wants Ageas to reimburse the costs he has spent on repairs. What happened Mr W brings this complaint through a representative. For the purposes of th... (3 pages)View decision -
Decision Reference DRN-5805424
29 Sep 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5805424 The complaint Mr C seeks to complain about the way in which The Co-operative Bank Plc has dealt with his request for information about the bank’s actions towards him in 2016, and the level of service he has received as a vulnerable customer. What happened Mr C has provided e... (3 pages)View decision -
Decision Reference DRN-5469727
29 Sep 2025 Modulr FS Limited UpheldBanking and PaymentsDRN-5469727 The complaint Mr B complains that Modulr FS Limited unfairly closed his HyperJar e-money account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. HyperJar is not a... (3 pages)View decision -
Decision Reference DRN-5847444
29 Sep 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5847444 The complaint Miss E complains about the administration of two fixed sum loan agreements she has with Hutchison 3G UK Limited, trading as Three. What happened In May 2024, Miss E took out two fixed sum loan agreements with Three. The first was used to pay for a brand new mob... (3 pages)View decision -
Decision Reference DRN-5374810
29 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5374810 The complaint Mr L complains about the performance of his group personal pension (“GPP”). It’s now worth less than he paid in, so he feels it was mis-sold. To put things right he wants Aviva to increase the policy value in line with the mid-range growth in the illustrations... (5 pages)View decision
