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
-
Decision Reference DRN-5431532
27 Mar 2025 Saga Services Limited Not upheldInsuranceDRN-5431532 The complaint Mr and Mrs I complain that they didn’t receive the service they expected from Saga Services Limited (Saga) when they made a claim under their home insurance. The insurance policy is in joint names with Mr and Mrs I as joint policyholders. Although I recognise ... (4 pages)View decision -
Decision Reference DRN-5245390
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5245390 The complaint Mrs N complains that Revolut Ltd will not refund the money she lost when she was the victim of a scam. What happened Mrs N had previously been the victim of several different scams, these included an investment scam in 2021, a recovery scam in 2022, and – in e... (4 pages)View decision -
Decision Reference DRN-5375185
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5375185 The complaint Mr V complains that Revolut Ltd did not refund the money he lost to a scam. What happened Mr V found an advert online for an investment company I’ll refer to as ‘J’, which was being advertised by a well-known celebrity. Mr V began speaking with an account manag... (7 pages)View decision -
Decision Reference DRN-5386398
27 Mar 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5386398 The complaint Mr W complains AmTrust Speciality Limited unfairly declined his gadget insurance claim. AmTrust’s been represented by agents. For simplicity I’ve referred to the representative’s actions as being AmTrust’s own. What happened Mr W travelled to the UK on a flig... (2 pages)View decision -
Decision Reference DRN-5392743
27 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5392743 The complaint Mr C has complained that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) continued to advertise a fixed term savings account as offering an interest rate of 5.05% per year, even after the 12-month fixed term had started. Mr C says that Virgin Money... (3 pages)View decision -
Decision Reference DRN-5017507
27 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5017507 The complaint Mr and Mrs G complain about AXA Insurance Plc’s decision to turn down a subsidence claim made under their buildings insurance policy. What happened Mr and Mrs G hold buildings insurance cover with AXA. They noticed a ‘bulge’ around a tie- bar on their property... (4 pages)View decision -
Decision Reference DRN-5336091
27 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5336091 The complaint Mr B complains that Lloyds Bank PLC irresponsibly lent him a personal loan in March 2024 and that its service has since been poor. What happened In March 2024 Mr B was the victim of an investment scam. He was contacted by someone claiming to be from an investme... (3 pages)View decision -
Decision Reference DRN-5430408
27 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5430408 The complaint Mr M has complained that Wise Payments Limited (“Wise”) failed to protect him from an impersonation scam and hasn’t refunded the mosey he lost in the scam. What happened I issued my provisional decision earlier this month explaining why I wasn’t intending to ... (4 pages)View decision -
Decision Reference DRN-5431457
27 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5431457 The complaint Miss M complains Nationwide Building Society (“Nationwide”) provided her with an overdraft and multiple increases that she struggled to repay. She has said that her wage did not increase in line with the overdraft, and this eventually led to her never being in ... (4 pages)View decision -
Decision Reference DRN-5133934
27 Mar 2025 Capital Com (UK) Limited Not upheldInvestmentsDRN-5133934 The complaint Mr P complains that the way Capital Com (UK) Limited (“CC”) operated his spread betting account has caused him losses. In particular he says the way in which he’s able to trade when under a margin call is unclear and unfair and resulted in trades being closed o... (5 pages)View decision
