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 380824 results
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Decision Reference DRN-5620464
5 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5620464 The complaint Mr and Mrs M have complained about the way Aviva Insurance Limited have dealt with them and the claim they made after their property suffered an escape of water. Aviva are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the act... (4 pages)View decision -
Decision Reference DRN-5800699
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5800699 The complaint Mr M complains that Revolut Ltd won’t refund him all his money after he was the victim of a safe account scam. What happened Mr M says he was contacted by someone purporting to be from his bank and told that he had been the victim of a phishing scam. The caller... (5 pages)View decision -
Decision Reference DRN-5302928
5 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5302928 The complaint Mr A complains Clydesdale Bank PLC, trading as “Virgin Money” refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In ... (2 pages)View decision -
Decision Reference DRN-5797072
5 Sep 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5797072 The complaint Mr M complains that Scottish Equitable Plc (“Aegon”) has failed to correctly apply pension contributions that he has made over the past seven years. What happened Mr M holds a personal pension with Aegon. Mr M has made regular monthly contributions to those pen... (3 pages)View decision -
Decision Reference DRN-5754922
5 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5754922 The complaint Mr I complains that Barclays Bank UK PLC (“Barclays”) is holding him liable for four transactions totalling £281 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. ... (2 pages)View decision -
Decision Reference DRN-5515465
5 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5515465 The complaint Mr A complains The Royal Bank of Scotland Plc (RBS) is refusing to refund him the amount he lost as the result of a scam. Mr A has previously been represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened Th... (3 pages)View decision -
Decision Reference DRN-5306167
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5306167 The complaint Mrs S complains that Revolut Ltd did not reimburse the funds she lost to a scam. What happened Mrs S had been looking for a vehicle for her family and found what she felt was a good deal on an online marketplace. She spoke with the company selling the vehicle o... (2 pages)View decision -
Decision Reference DRN-5651913
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5651913 The complaint Mr G complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY caused him significant distress and inconvenience and wasted his time due to mishandling his account, communicating poorly and lacking transparency. What happened Mr G has an account with NatWest. ... (3 pages)View decision -
Decision Reference DRN-5800643
5 Sep 2025 Handelsbanken plc Not upheldBanking and PaymentsDRN-5800643 The complaint Mr H complains that Handelsbanken plc (‘Handelsbanken’) won’t reimburse over £35,000 that he lost when he fell victim to a cryptocurrency investment scam. Mr H is represented by solicitors in this complaint. What happened Some time in 2024, Mr H came across a... (5 pages)View decision -
Decision Reference DRN-5631659
5 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5631659 The complaint Miss S complains The Co-operative Bank Plc unfairly closed her account following transactions were made on her account she didn’t recognise. Miss S says the application of a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker a... (4 pages)View decision
