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 365917 results
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Decision Reference DRN-5559811
14 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5559811 The complaint Mr A complains that Bank of Scotland plc trading as Halifax (“Halifax”) has failed to refund the money he says he lost to an investment scam. What happened Both parties are familiar with the details of the scam, so I will provide only a summary here. Mr A says ... (2 pages)View decision -
Decision Reference DRN-5559780
14 May 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5559780 The complaint Mrs M complains that HCC International Insurance Company Plc turned down her subsidence claim made under her property insurance policy. Any reference to HCC includes its agents. What happened Mrs M owns a flat within a block of flats. She has property insuran... (5 pages)View decision -
Decision Reference DRN-5494723
14 May 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5494723 The complaint Mr and Mrs W have complained that AXA PPP Healthcare Limited (trading as AXA Health) declined cover for an operation on a private medical insurance policy. As it is Mr W leading on the complaint, I will mostly just be referring to him in this decision. What h... (2 pages)View decision -
Decision Reference DRN-5093768
14 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5093768 The complaint Mr D complains that Revolut Ltd won’t refund him money he lost in an investment scam. Mr D is represented by a professional representative, but for ease of reading I’ll just refer to Mr D. What happened The background to this complaint is well-known to both p... (3 pages)View decision -
Decision Reference DRN-5427700
14 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5427700 The complaint Mr S complains Barclays Bank UK PLC didn’t complete a transfer he instructed them to. What happened Mr S lives in the USA and described how he travelled to the UK specifically to close a bank account he had held with Barclays for over 40 years. Mr S explained t... (4 pages)View decision -
Decision Reference DRN-5501053
14 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5501053 The complaint Mr Q complains that Creation Consumer Finance Ltd (Creation) didn’t sufficiently check whether he could sustain the repayments before they agreed to his opening a credit account. In bringing his complaint Mr Q is represented by a third party. For ease of readin... (2 pages)View decision -
Decision Reference DRN-5503553
14 May 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5503553 The complaint Mr O’s complained about the amount of time The Royal London Mutual Insurance Society Limited, trading as Scottish Provident (“RL”) has taken to consider his claim. What happened Mr O bought a policy from RL in 2000. The policy provided him with cover if he was... (3 pages)View decision -
Decision Reference DRN-5304683
14 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5304683 The complaint Mr S is unhappy that Lloyds Bank PLC hasn’t refunded him in full after he was the victim of a scam. Mr S is using a professional representative to bring his complaint to our service. I’ll refer to the representative as D. What happened The facts are known to ... (6 pages)View decision -
Decision Reference DRN-5330678
14 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5330678 The complaint Mr A has complained about Nationwide Building Society confiscating a counterfeit bank note. What happened In late 2024, Mr A deposited some money in branch. One of the £20 notes was found to be counterfeit. That note was confiscated and sent to the Bank of Engl... (2 pages)View decision -
Decision Reference DRN-5490588
14 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5490588 The complaint Mr and Mrs C are unhappy that U K Insurance Limited (UKI) declined their travel insurance claim. They’re also unhappy with how UKI has handled their claim. What happened Mr and Mrs C have travel insurance alongside their bank current account. UKI is the underwr... (3 pages)View decision
