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-5338061
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5338061 The complaint and background Ms T complains Revolut Ltd (‘Revolut’) won’t reimburse over £1,000 that she lost when she fell victim to an employment scam. Our investigator didn’t uphold the complaint. He didn’t consider the first few transactions to have caused any concern f... (3 pages)View decision -
Decision Reference DRN-5607557
26 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5607557 The complaint Mrs S complains Barclays Bank UK PLC’s IT outage meant she couldn’t pay her rent. What happened There was an IT outage during the weekend of 31 January to 2 February 2025, and during this time Mrs S needed to pay her rent. Mrs S tried to transfer money from ... (3 pages)View decision -
Decision Reference DRN-5625755
26 Jun 2025 4th Dimension Innovation Limited Not upheldClaims ManagementDRN-5625755 The complaint Mr J complains about 4 th Dimension Innovation Limited (“FDIL”) and the advice they provided on his first notification of loss (“FNOL”) call following a road traffic accident. Mr J has been represented during the claim and complaint process by his mother, Ms J.... (3 pages)View decision -
Decision Reference DRN-5351850
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5351850 The complaint Mr B is complaining that Revolut Ltd didn’t do enough to prevent him from falling victim to an investment scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr B here. What happened Mr B says he fell ... (3 pages)View decision -
Decision Reference DRN-5648907
26 Jun 2025 MS Amlin Insurance SE Not upheldInsuranceDRN-5648907 The complaint L, a company, represented by one of its directors, has complained about its business insurer MS Amlin Insurance SE, because Amlin has declined a claim for theft of equipment. What happened L has a premises it works from, which is open to the public and is made... (4 pages)View decision -
Decision Reference DRN-5557831
26 Jun 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5557831 The complaint Mr and Mrs G’s complaint relates to a mortgage Mr G has with Kensington Mortgage Company Limited trading as Kensington Mortgages: They are unhappy that Kensington will not agree to Mrs G being added to the mortgage due to her residency status. Kensington di... (6 pages)View decision -
Decision Reference DRN-5531029
25 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5531029 The complaint Miss M complains Barclays Bank UK PLC trading as Barclaycard (Barclaycard) lent to her irresponsibly. What happened Miss M opened a credit card with Barclaycard on 14 April 2017 with an initial limit of £1,500. There were no other lending decisions. Miss M co... (6 pages)View decision -
Decision Reference DRN-5463790
25 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5463790 The complaint Miss M complains Vanquis Bank Limited (“Vanquis”) didn’t carry out adequate affordability assessments both when she applied for an account and when her credit limit was increased multiple times. She’s assisted in bringing this case by legal representatives. Wha... (3 pages)View decision -
Decision Reference DRN-5388082
25 Jun 2025 Uinsure Limited UpheldInsuranceDRN-5388082 The complaint Mr J complains that Uinsure Limited (“Uinsure”) unfairly cancelled his home insurance policy and this caused him financial loss and severe distress. What happened In November 2021, Mr J contacted Uinsure to make a slight change to the insurance policy he held w... (3 pages)View decision -
Decision Reference DRN-5171830
25 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5171830 The complaint W, a company, complains that National Westminster Bank Plc blocked and then closed its business account. It complains too that it was not sent a replacement bank card. W has been represented by its director, whom I’ll call “Mr T”. What happened In January 2024 ... (2 pages)View decision
