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 367300 results
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Decision Reference DRN-5158062
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5158062 The complaint Ms D complains about NewDay Ltd trading as Aqua’s actions when she fell into arrears on her credit card account. What happened In October 2023, Ms D agreed to a no fee arrangement when her account fell into arrears. She was requi... (3 pages)View decision -
Decision Reference DRN-5445924
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5445924 The complaint Mr S is unhappy that Revolut Ltd won’t refund payments he made as part of a scam. What happened Mr S was a victim of a romance-led investment scam, involving the following transactions to and from his Revolut account, which he opened in 2021: Payment number Dat... (8 pages)View decision -
Decision Reference DRN-4871764
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4871764 The complaint Miss D complains that Barclays Bank UK PLC (Barclays) won’t refund the money she lost to a scam. Miss D has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to M... (3 pages)View decision -
Decision Reference DRN-5382741
31 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5382741 The complaint Mr W is a sole trader. He complains that U K Insurance Limited trading as Direct Line (UK Insurance) delayed providing his No Claims Discount (NCD) confirmation. What happened The detailed background to this complaint is well known to both parties. So, I’ll onl... (3 pages)View decision -
Decision Reference DRN-5302185
31 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5302185 The complaint Mr S complains that Royal & Sun Alliance Insurance Limited (RSA) is no longer honouring its agreement to insure his property. What happened The background of this complaint is known in detail to the parties involved, so I’ve summarised what I’ve found to be... (3 pages)View decision -
Decision Reference DRN-5075554
31 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5075554 The complaint Mr G is unhappy with the way Admiral Insurance (Gibraltar) Limited dealt with a claim on their travel insurance policy. What happened Mr G and his partner have a travel insurance policy underwritten by Admiral. They went on holiday and unfortunately Mr G fell... (3 pages)View decision -
Decision Reference DRN-5443549
31 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5443549 The complaint Mr K complains that Santander UK Plc won’t refund him money he lost in a series of transactions he made as a result of an investment scam. Mr K is being represented by a professional representative but I’ll refer to Mr K only, for ease of reading. What happen... (8 pages)View decision -
Decision Reference DRN-5282643
31 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5282643 The complaint Miss S has complained about Liverpool Victoria Insurance Company Limited (LV). She isn’t happy about the way it dealt with a claim under her motor insurance policy. What happened Miss S made a claim under her motor insurance policy after she was involved in a m... (2 pages)View decision -
Decision Reference DRN-5365991
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5365991 The complaint Mrs P complains Monzo Bank Ltd unfairly closed her current account and applied a default on her credit file after she fell into financial difficulty. What happened In October 2022, Mrs P entered into a zero affordability plan for her overdraft af... (4 pages)View decision -
Decision Reference DRN-5420861
31 Mar 2025 Extracover Limited UpheldInsuranceDRN-5420861 The complaint Mr S complains that Extracover Limited trading as Zego failed to take full account of his no claims discount when calculating his premiums for a scooter and motorbike insurance policy. What happened Mr S took out scooter and motorbike insurance with Zego in Jul... (3 pages)View decision
