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 369227 results
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Decision Reference DRN-5239629
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5239629 The complaint Mr E complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr E has explained that in August to October 20... (2 pages)View decision -
Decision Reference DRN-5583276
1 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5583276 The complaint Mr A complains about the quality of repair work undertaken and the service provided by Aviva Insurance Limited after he experienced an escape of water. What happened Mr A held a policy, which covered his gas central heating system for breakdown and repairs. Th... (4 pages)View decision -
Decision Reference DRN-4962002
1 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4962002 The complaint Ms W is unhappy Lloyds Bank PLC (“Lloyds”) recorded CIFAS and SIRA markers against her. This service has already looked at a complaint – and issued a final decision - about the closure of Ms W’s account and the fact Lloyds withheld money in the account and ret... (4 pages)View decision -
Decision Reference DRN-5439099
1 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5439099 The complaint Mr R complains about the repairs Aviva Insurance Limited (Aviva) carried out on his vehicle after he submitted a claim under his motor insurance policy. Mr R is being represented in this complaint, but as he is the policyholder, and for ease, I’ve referred to h... (3 pages)View decision -
Decision Reference DRN-5660436
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5660436 The complaint A limited company, D, complains that Revolut Ltd (as the recipient bank) didn’t do enough to prevent the loss it suffered when its director fell victim to a safe account scam. The complaint has been brought by D’s director, Miss B. For ease of reading, I’ll mo... (3 pages)View decision -
Decision Reference DRN-5527923
1 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5527923 The complaint A limited company, D, complains that Starling Bank Ltd didn’t do enough to prevent them falling victim to a safe account scam. The complaint has been brought by D’s director, Miss B. For ease of reading, I’ll mostly refer to Miss B herself throughout, where I ... (7 pages)View decision -
Decision Reference DRN-5584984
1 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5584984 The complaint Mr B is unhappy that Nationwide Building Society asked him to provide several pieces of personal information, including proof of residency, and that Nationwide have said that they will restrict his accounts with them if he does not. What happened Mr B raised a ... (2 pages)View decision -
Decision Reference DRN-5348853
1 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5348853 The complaint Miss B complains that Starling Bank Limited didn’t do enough to prevent her falling victim to a safe account scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ... (7 pages)View decision -
Decision Reference DRN-5222156
1 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222156 The complaint Mr and Mrs C complain that HSBC UK Bank Plc didn’t do enough to protect them when they made payments to a property investment opportunity that they now consider was a scam. In bringing their complaint to this service Mr and Mrs C are represented, but for ease ... (4 pages)View decision -
Decision Reference DRN-5659426
1 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5659426 The complaint A company, which I’ll refer to as G, complains that Revolut Ltd won’t reimburse it after it lost money to an impersonation scam. Ms B, who is the director of G, brings the complaint on G’s behalf. For ease of reading, I’ll refer to all submissions as being made... (10 pages)View decision
