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-5540883
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5540883 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr A throughout this decision. What happened The background to this complaint ... (5 pages)View decision -
Decision Reference DRN-5482253
8 May 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5482253 The complaint The estate of Mrs B is unhappy with the assistance Mrs B received from Red Sands Insurance Company (Europe) Limited under a travel insurance policy (the policy) after she became unwell abroad. All reference to Red Sands includes its agents, such as the medical... (7 pages)View decision -
Decision Reference DRN-4858506
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4858506 The complaint Mr R complains NATIONAL WESTMINSTER BANK PUBLIC LMITED COMPANY (NatWest) didn’t do enough to protect him when he fell victim to an investment scam and that it won’t refund the money he lost as a result. What happened Between 8 November 2023 and 5 January 2024, ... (3 pages)View decision -
Decision Reference DRN-5453403
8 May 2025 Experian Limited Not upheldConsumer CreditDRN-5453403 The complaint Mr S complains Experian Limited are reporting incorrect information about him on his credit file. What happened Mr S says he entered an arrangement to pay with his mortgage company, who I’ll refer to as Company A, but noticed several Credit Reference Agencies ... (4 pages)View decision -
Decision Reference DRN-5408042
8 May 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5408042 The complaint Miss P and Miss P complain about the way Great Lakes Insurance SE has handled a claim they made on their home insurance policy. The policyholders have been represented in bringing the claim and complaint by both a family member and a professional representative... (3 pages)View decision -
Decision Reference DRN-4880094
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4880094 The complaint Mr E complains Revolut Ltd won’t refund the money he lost when he fell victim to a scam. What happened Around August 2023, Mr E says he was contacted by someone via a popular messaging app who told him about a cryptocurrency investment opportunity. Unfortunatel... (2 pages)View decision -
Decision Reference DRN-5221510
8 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5221510 The complaint In September 2024, Mr Z complained because Starling Bank Limited refused to refund him for direct debits from his account to a telecoms firm between November 2020 and January 2021. Mr Z said he hadn’t authorised the direct debits. What happened On 4 September ... (5 pages)View decision -
Decision Reference DRN-5542683
8 May 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5542683 The complaint Mr C complains about the difficulties encountered in registering a Power of Attorney (POA) with National Savings and Investments (NS&I). He believes it’s behaved unreasonably towards him. Note Whilst this is Mr C’s complaint, I will refer to Mrs S as she ... (4 pages)View decision -
Decision Reference DRN-5406574
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5406574 The complaint Mr W complains that Barclays Bank UK PLC unreasonably blocked a payment he was attempting to make. What happened In December 2024 Mr W attempted to make a payment for the purchase of euros. The payment was blocked by Barclays’ automated fraud process. In accord... (2 pages)View decision -
Decision Reference DRN-5538599
8 May 2025 Howden Employee Benefits & Wellbeing Limited Not upheldInsuranceDRN-5538599 The complaint Mr W is unhappy that Howden Employee Benefits and Wellbeing Limited (Howden) didn’t offer a continuation of cover on his private medical insurance scheme when he left his employer. What happened Mr W had private medical health cover through his employer. His em... (3 pages)View decision
