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 381082 results
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Decision Reference DRN-5359992
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5359992 The complaint Miss H complains Revolut Ltd (“Revolut”) hasn’t refunded funds she says she lost as the result of two scams. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Miss H said she was unemploy... (4 pages)View decision -
Decision Reference DRN-5737586
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5737586 The complaint Mr L is unhappy Monzo Bank Ltd closed his account and transferred his account balance elsewhere. What happened Monzo notified Mr L on 18 June 2025 that they were closing his account with immediate effect and wouldn’t provide a reason. The closure communication... (4 pages)View decision -
Decision Reference DRN-5798558
24 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5798558 The complaint Mr and Mrs C have complained that Aviva Insurance Limited declined a claim they made on a travel insurance policy. As it is Mr C leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs C and their two childr... (3 pages)View decision -
Decision Reference DRN-5821996
24 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5821996 The complaint Miss A says that National Westminster Bank Plc (‘NatWest’) irresponsibly provided her with an overdraft facility she couldn’t afford to repay sustainably. What happened In August 2011 NatWest agreed to provide Miss A with a student overdraft facility of £500 t... (5 pages)View decision -
Decision Reference DRN-5822783
24 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5822783 The complaint Mr B and Ms J complain that Bank of Scotland plc trading as Halifax gave them unclear and incorrect information about their mortgage balance. This resulted in a shortfall when they repaid the mortgage, which led to delays selling the property. Mr B and Ms J ar... (4 pages)View decision -
Decision Reference DRN-5838304
24 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5838304 The complaint Mrs K complains about how Intact Insurance UK Limited (formally Royal & Sun Alliance Insurance Limited) handled a claim on her buildings insurance policy. What happened Mrs K had an insurance policy with Intact which renewed in February 2022. I was sorry to... (4 pages)View decision -
Decision Reference DRN-5310635
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5310635 The complaint X complains that Barclays Bank UK PLC (“Barclays”) closed his accounts without notice. And by doing so, has failed to reasonably consider his circumstances. What happened X had been customer of Barclays for over fifty years, having been taken by his father to ... (4 pages)View decision -
Decision Reference DRN-4569468
24 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4569468 The complaint Mr and Mrs D complain about a reviewable whole of life policy they hold in trust with Zurich Assurance Ltd (“Zurich”). Their complaint concerns a review of the policy carried out in 2021, which resulted in them having to pay a higher premium. They say the size ... (6 pages)View decision -
Decision Reference DRN-5477582
24 Sep 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5477582 The complaint Mr S has complained to Harbour Rock Capital Limited trading as Pension Access about advice he received to transfer his former employer’s occupational pension scheme (‘OPS’) to a Self-Invested Personal Pension (‘SIPP’) with a firm I’ll refer to as Firm A. He say... (9 pages)View decision -
Decision Reference DRN-5837390
24 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5837390 The complaint Ms D complains TSB Bank plc recorded a fraud marker against her and closed her account. She doesn’t think it’s treated her fairly. What happened I issued a provisional decision on this complaint, setting out what I intending to find and why. I invited further c... (4 pages)View decision
