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 365360 results
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Decision Reference DRN-5543982
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5543982 The complaint Mr S complains that Barclays Bank UK PLC transferred funds from his personal account to the wrong bond account. What happened Mr S is party to several fixed rate bond accounts with Barclays. These include a bond in his personal name (ending 5723), a bond in jo... (3 pages)View decision -
Decision Reference DRN-4930765
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4930765 The complaint A limited company, I’ll call G, is unhappy that Revolut Ltd won’t refund payments it made as part of a scam. G is professionally represented, but for simplicity I’ve referred to the actions of G throughout. What happened In January 2024 G found an online retail... (4 pages)View decision -
Decision Reference DRN-5502009
8 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5502009 The complaint Mrs R has complained about her prior property insurer Royal & Sun Alliance Insurance Limited because it has recorded two prior claims against her policy as subsidence and she is adamant her property has never suffered subsidence. What happened Mrs R’s prop... (4 pages)View decision -
Decision Reference DRN-5515683
8 May 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5515683 The complaint Mr H complains that Halifax Share Dealing Limited (“HSDL”) allowed him to open a stocks and shares ISA account when it knew he had a gambling addiction. He wants HSDL to refund him the losses he made. What happened Mr H previously had a stocks and shares ISA ... (4 pages)View decision -
Decision Reference DRN-4980442
8 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4980442 The complaint Mr S complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr S says that on 19 March 2024 his mother received a call that she thought was from her nephew. She passed the call to Mr S. The call... (2 pages)View decision -
Decision Reference DRN-5275683
8 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5275683 The complaint Mrs M complains that The Prudential Assurance Company Limited (Prudential) will not pay her a dependant’s pension under her late partners annuity. She wants the pension paid. What happened Mrs M says when her late partner, Mr H, took out a pension annuity with... (4 pages)View decision -
Decision Reference DRN-5491055
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5491055 The complaint E Limited (‘E’), represented by Mr S, complained about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY , saying the service it provided led to E paying for banking services that were also available free of charge. Mr S is a person authorised to bring this com... (4 pages)View decision -
Decision Reference DRN-5507777
8 May 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5507777 The complaint Mr D has complained that the information he was provided with by Scottish Equitable Plc trading as Aegon relating to taking a payment from his pension benefits led to him incurring a tax charge, and impacted his ability to make further payments into his pension... (9 pages)View decision -
Decision Reference DRN-4980497
8 May 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-4980497 The complaint Mr S complains that Western Union Payment Services GB Limited (‘Western Union’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr S says that on 19 March 2024 his mother received a call that she thought was from her nephew. She p... (3 pages)View decision -
Decision Reference DRN-5289905
8 May 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5289905 The complaint Mr S complains about end of contract charges applied by Ald Automotive Limited after he returned a car supplied under a hire agreement. What happened In November 2020, Mr S was supplied with a new car through a hire agreement with Ald. The term of the agreement... (3 pages)View decision
