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 375868 results
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Decision Reference DRN-5302599
31 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5302599 The complaint Mr V complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr V is being represented by a third party. To keep things simple, I will refer to Mr V throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-5588363
31 Jul 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5588363 The complaint Mrs W, who is represented by her husband, complains Leeds Building Society didn’t let her know about her maturity options in sufficient time because it doesn’t take into account how long letters now take to arrive. What happened Mrs W had an ISA with Leeds Buil... (2 pages)View decision -
Decision Reference DRN-5400605
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5400605 The complaint Mrs A complains that Revolut Ltd won’t reimburse her money she lost to a scam. Mrs A has brought her complaint through a professional representative. For ease, I’ll refer to all their submissions as being from Mrs A. What happened Mrs A says she fell victim to ... (3 pages)View decision -
Decision Reference DRN-5536494
31 Jul 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5536494 The complaint Mrs C is unhappy with BUPA Insurance Limited’s decision to decline her cla\<br />View decision
im. What happened Mrs C was diagnosed with significant osteoporosis in July 2024 and claimed on her medical insurance policy for Zoledronate treatment to help alleviate her symptom\<... (3 pages) -
Decision Reference DRN-5728813
31 Jul 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5728813 The complaint Mr B complains about how Secure Trust Bank Plc trading as V12 Retail Finance (“Secure Trust”) dealt with his claim under section 75 of the Consumer Credit Act 1974, and how they managed his finance agreement with them. What happened In November 2023, Mr B took... (5 pages)View decision -
Decision Reference DRN-5728741
31 Jul 2025 Heath Financial Management UpheldInvestmentsDRN-5728741 The complaint Ms O complains that Heath Financial Management (HFM) took an ongoing advice fee of 0.5% from her investment Individual Savings Account (ISA) funds in return for ongoing advice, which for the period between December 2020 and March 2023 she didn’t receive. Ms O i... (7 pages)View decision -
Decision Reference DRN-5714317
31 Jul 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5714317 The complaint Mr D complained about Acromas Insurance Company Limited’s service under his European breakdown insurance policy. What happened Mr D’s car broke down while he was on holiday in Europe with his family. Acromas organised for the car’s repair and for alternative t... (4 pages)View decision -
Decision Reference DRN-5655499
31 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5655499 The complaint Mr K complains that Starling Bank Limited (“Starling”) didn’t raise chargebacks for him for transactions that took place on his account. What happened Mr K has said to us that he has a history of problem gambling. To protect himself from this, he placed a gambl... (2 pages)View decision -
Decision Reference DRN-5728719
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5728719 The complaint Mr E complains that Santander UK Plc won’t refund money he lost when he was a victim of a scam. Mr E is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key e... (6 pages)View decision -
Decision Reference DRN-5727729
31 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5727729 The complaint Mr P is complaining Aviva Insurance Limited has declined a claim he made on his commercial property insurance policy. Mr P has been represented by a representative in the handling of this claim and complaint. But for ease of reference I shall refer to anything ... (3 pages)View decision
