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 369228 results
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Decision Reference DRN-5649585
26 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5649585 The complaint Ms S complains about the amount U K Insurance Limited trading as Churchill valued her car at following a claim she made on her motor insurance policy. Reference to Churchill includes its agents. What happened Ms S held a motor insurance policy with Churchill. A... (4 pages)View decision -
Decision Reference DRN-5624609
26 Jun 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5624609 The complaint Mr E complains that Telefonica UK Limited, trading as 02, irresponsibly provided him with fixed sum loans. What happened Between 2021 and 2024, Mr E entered into several fixed sum loan agreements with Telefonica for various devices. Mr E provided nine credit a... (2 pages)View decision -
Decision Reference DRN-5620118
26 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5620118 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) reported incorrect information to credit reference agencies which affected his ability to obtain credit. What happened Mr B applied for a mortgage with a lender in September 2024. Hi... (3 pages)View decision -
Decision Reference DRN-5601489
26 Jun 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5601489 The complaint Mr N complains Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out ... (5 pages)View decision -
Decision Reference DRN-5574329
26 Jun 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5574329 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited (OFS) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provision... (8 pages)View decision -
Decision Reference DRN-5197668
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5197668 The complaint Miss A complains that Barclays Bank UK PLC (Barclays) didn’t do enough to protect her from the financial harm caused by an investment scam. Miss A has been represented by a claims management company throughout her complaint. I have referred to them as Miss A’s... (4 pages)View decision -
Decision Reference DRN-5644971
26 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5644971 The complaint Mr M is unhappy that Lloyds Bank PLC won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr M has explained that in November 2023 he made payments... (4 pages)View decision -
Decision Reference DRN-5649807
26 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5649807 The complaint A partnership which I’ll call ‘X’ complains that Revolut Ltd didn’t do enough to prevent the loss it suffered when it sent a payment to one of the Electronic Money Institution’s (EMI) customer accounts because of an alleged scam. The complaint is brought on X’... (6 pages)View decision -
Decision Reference DRN-5192149
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5192149 The complaint Mr B complains that Revolut Limited (“Revolut”) won’t refund the money he says he lost to a cryptocurrency investment scam. What happened Mr B has said he lost £45,843.30 to a cryptocurrency investment scam. He made 141 separate card payments from his Revolut a... (3 pages)View decision -
Decision Reference DRN-5070267
26 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5070267 The complaint Mrs A complains Bank of Scotland plc trading as Halifax won’t refund the money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mrs A says she fell victi... (3 pages)View decision
