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 381196 results
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Decision Reference DRN-5722656
26 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5722656 The complaint Mr W has complained about Lloyds Bank General Insurance Limited (Lloyds) decision to reject a claim he made for storm damage under a home insurance policy he shares jointly with Mrs W. All reference to the insurer Lloyds in my decision includes its agents. What... (2 pages)View decision -
Decision Reference DRN-5622180
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5622180 The complaint Mr R complains that National Westminster Bank Public Limited Company (NatWest) won’t refund money he lost to a scam. A representative who I will call “F” complains on behalf of Mr R. What happened The background to this complaint is well-known to both parties, ... (4 pages)View decision -
Decision Reference DRN-5635404
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5635404 The complaint Mr R complains that Revolut Ltd won’t refund money he lost to a scam. A representative who I will call “F” complains on behalf of Mr R. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in sum... (4 pages)View decision -
Decision Reference DRN-5786408
26 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786408 The complaint Miss C is unhappy that Barclays Bank UK PLC, trading as Barclaycard, declined her balance write-off request. What happened In August 2022, Miss C contacted Barclays and explained that she was experiencing financial difficulty and that she was the victim of dome... (3 pages)View decision -
Decision Reference DRN-5303942
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5303942 The complaint Ms C is unhappy Revolut Ltd (“Revolut”) hasn’t reimbursed her after she fell victim to an impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Ms C ha... (3 pages)View decision -
Decision Reference DRN-5775021
26 Sep 2025 First Central Underwriting Limited UpheldInsuranceDRN-5775021 The complaint Mr G complains that 1st Central Underwriting Limited offered an unfair settlement under a motor insurance policy. What happened Mr G had a 1st Central motor insurance policy. In September 2024, he made a claim on his policy after his car was stolen. Following t... (3 pages)View decision -
Decision Reference DRN-5754397
26 Sep 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5754397 The complaint Mr and Mrs G complain that The Co-operative Bank Plc (Co-op) stopped, cancelled, and failed to inform her of, a payment they requested, and how Co-op mishandled a joint bank account set up. I will solely refer to Mrs G for ease of reading. What happened In Apr... (3 pages)View decision -
Decision Reference DRN-5622200
26 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5622200 The complaint Mr R complains J.P. Morgan Europe Limited trading as Chase won’t refund money he lost to a scam. A representative who I will call “F” complains on behalf of Mr R. What happened The background to this complaint is well-known to both parties, so I won’t repeat it... (4 pages)View decision -
Decision Reference DRN-5703251
26 Sep 2025 Aviva Insurance UK Limited UpheldInsuranceDRN-5703251 The complaint Mr S is unhappy with the decision made by Aviva Insurance UK Limited (Aviva) when dealing with a claim under his caravan insurance policy. Aviva is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the cl... (2 pages)View decision -
Decision Reference DRN-5604563
26 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5604563 The complaint Mr and Mrs M complain that Santander UK Plc did not reimburse the funds lost to a scam. What happened While the account is in both Mr and Mrs M’s name, I will only be referring to Mrs M throughout this decision as she carried out the transactions. Following the... (4 pages)View decision
