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 366874 results
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Decision Reference DRN-5007357
27 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5007357 The complaint Miss S has complained that Clydesdale Bank Plc, trading as Virgin Money, didn’t respond to a letter she wrote to it in June 2023, explaining her financial difficulties and asking it to write off her credit card debt. To put things right, she’d like it to refund... (2 pages)View decision -
Decision Reference DRN-5026137
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5026137 The complaint Mr G is unhappy that Revolut Ltd (“Revolut”) won’t refund the money he lost to a third-party scam. What happened Mr G was looking to invest and saw an article about a celebrity who had made a lot of money from cryptocurrency. He followed the link in the articl... (11 pages)View decision -
Decision Reference DRN-5386017
27 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5386017 The complaint Ms B is unhappy with the service she received from Ageas Insurance Limited (Ageas) when a third-party claim was made against her car insurance policy. What happened Ms B held car insurance underwritten by Ageas. In December 2022 she contacted Ageas to report a... (3 pages)View decision -
Decision Reference DRN-5386435
27 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5386435 The complaint Mr W is unhappy that Bank of Scotland plc, trading as Halifax, ask him to confirm his date of birth as part of their security process when he speaks with them on the telephone. What happened Mr W, who suffers with severe anxiety and depression, raised a complai... (3 pages)View decision -
Decision Reference DRN-5404995
27 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5404995 The complaint Mr R complained that Liverpool Victoria Insurance Company Limited completed repairs to his property following a tree falling, which weren’t adequate. He would like the work redone. What happened Mr R buildings insurance policy with LV. In November 2023 a tree... (3 pages)View decision -
Decision Reference DRN-5433341
27 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5433341 The complaint Mr R complains about Domestic & General Insurance Plc’s (D&G) handling and settlement of a claim made under his cooker insurance policy. What happened Mr R has an insurance policy for his cooker with D&G, this provides cover for breakdowns and acci... (3 pages)View decision -
Decision Reference DRN-5432968
27 Mar 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5432968 The complaint A company which I’ll call ‘S’ complains that Stripe Payments UK Ltd didn’t validate its customer identification which allowed a fraudster to take payment for goods which weren’t delivered. S was caused a loss from this as it had to reimburse those payments. Th... (5 pages)View decision -
Decision Reference DRN-5073730
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5073730 The complaint Mr A complains that Revolut Ltd (“Revolut”) won’t refund the money that he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr A saw an advert in a financial section o... (3 pages)View decision -
Decision Reference DRN-5316908
27 Mar 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5316908 The complaint Mr A is unhappy with the way AXA PPP Healthcare Limited handled a claim on his private medical insurance policy. What happened On 26 April 2022 Mr A took out private medical insurance. His policy was underwritten by AXA. In May 2024 he was diagnosed with nasal... (4 pages)View decision -
Decision Reference DRN-5383401
27 Mar 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5383401 The complaint Mr W and Mrs W have complained that Red Sands Insurance Company (Europe) Limited (‘Red Sands’) avoided their home insurance policy and refused to pay their claim. What happened Mr W and Mrs W took out a home insurance policy with Red Sands through a price comp... (3 pages)View decision
