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 367928 results
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Decision Reference DRN-5278531
26 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5278531 The complaint Mrs B says Revolut Ltd didn’t do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened Mrs B was contacted out of the blue on social media by someone who claimed to specialise in cryptocurrency investing. Mrs B made payme... (9 pages)View decision -
Decision Reference DRN-5426194
26 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5426194 The complaint Mr M complains that his Barclays Bank UK PLC PIN sentry device didn’t work to authorise payments he tried to make. Mr M also complains about the service provided in branch when he visited to discuss the issue. What happened The background to this complaint and... (6 pages)View decision -
Decision Reference DRN-5429327
26 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5429327 The complaint Mr S complains that a new caravan supplied to him under a hire purchase agreement (“HP”) he entered into with Black Horse Limited (“BHL”), wasn’t of satisfactory quality. What happened Mr S acquired anew caravan in March 2023 under a HP agreement with BHL. The ... (6 pages)View decision -
Decision Reference DRN-5294255
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5294255 The complaint Mr D complains that Revolut Ltd did not reimburse a series of payments he says he lost to a scam. What happened Mr D found an investment opportunity via social media, for a company I will refer to as TFX. TFX claimed to deal with FOREX trading and Mr D expected... (3 pages)View decision -
Decision Reference DRN-5384314
26 Mar 2025 Vitality Health Limited UpheldInsuranceDRN-5384314 The complaint Mr C is unhappy with Vitality Health Limited’s decision to decline his claim. What happened Mr C has private medical insurance with Vitality. He claimed on his policy for treatment of his dermatochalasis and ptosis for both eyes, however, his claim was declined... (2 pages)View decision -
Decision Reference DRN-5429299
26 Mar 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5429299 The complaint Mr R complains ClearBank Limited won’t refund the full amount of money he 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. But in summary and based on the submissions of both par... (3 pages)View decision -
Decision Reference DRN-5386541
26 Mar 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5386541 The complaint Mr M & Mrs R complain that Zurich Insurance Company Ltd (“Zurich”) cancelled their policy and wouldn’t pay their claim when it said they’d misrepresented their history when applying for home insurance. What happened Mr M & Mrs R had a home insurance pol... (4 pages)View decision -
Decision Reference DRN-5416382
26 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5416382 The complaint Mr C is unhappy with the decision made by Advantage Insurance Company Limited (Advantage) following a claim made under his car insurance policy. What happened In August 2022 Mr C purchased a car insurance policy underwritten by Advantage. The policy terms expl... (5 pages)View decision -
Decision Reference DRN-5222268
26 Mar 2025 SCIOPAY LIMITED Not upheldBanking and PaymentsDRN-5222268 The complaint A company, which I’ll refer to as ‘G’, complains that SCIOPAY LIMITED won’t refund the money it’s lost to a scam. Mr R, who is a director of G, brings the complaint on G’s behalf. What happened G received emails from one of its regular suppliers, requesting pay... (2 pages)View decision -
Decision Reference DRN-5424780
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5424780 The complaint Mrs C complains that Revolut Ltd didn’t do enough to help her when she told it about a dispute she had with a merchant over services paid for using her Revolut debit card. What happened In September 2024 Mrs C paid €3809.60 for a hotel with the merchant I’ll ca... (4 pages)View decision
