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 367300 results
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Decision Reference DRN-5158418
18 Mar 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5158418 The complaint Miss P is unhappy a student account was taken out in her name without her request or consent. What happened Miss P was made aware of a student account taken out in her name when a Royal Bank of Scotland (RBS) debit card and PIN number were delivered to her hom... (3 pages)View decision -
Decision Reference DRN-5334148
18 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5334148 The complaint Miss C complains Vanquis Bank Limited (Vanquis) acted irresponsibly when it increased the credit limits on her credit card account and offered her a new credit card following the closure of her first credit card account. What happened Miss C says she took out a... (3 pages)View decision -
Decision Reference DRN-5356175
18 Mar 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5356175 The complaint Mrs B has complained that AXA PPP Healthcare Limited paid an invoice for treatment she didn’t fully receive under a private medical insurance policy. What happened In August 2024 Mrs B underwent surgery, the full costs of which were covered by AXA, less the ex... (2 pages)View decision -
Decision Reference DRN-5309473
18 Mar 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5309473 The complaint Mr M complains that Marshmallow Insurance Limited (“Marshmallow”) unfairly declined his claim and cancelled his motor insurance policy following an accident he was involved in. What happened In January 2024 Mr M was involved in a car accident. He contacted Mar... (4 pages)View decision -
Decision Reference DRN-5402073
18 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5402073 The complaint Mr T has complained about a transfer of his personal pension with Zurich Assurance Ltd (Zurich) to a small self-administered scheme (SSAS) in January 2015. Mr T’s SSAS was subsequently used to invest in The Resort Group (TRG), in a resort development in Cape Ve... (19 pages)View decision -
Decision Reference DRN-5188627
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5188627 The complaint Mrs C complains that Bank of Scotland plc (BOS) didn’t meet her claim under section 75 Consumer Credit Act 1974 (s.75) in respect of spray foam insulation she paid for using a credit card with it. What happened Mrs C purchased spray foam insulation for her loft... (6 pages)View decision -
Decision Reference DRN-5402191
18 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5402191 The complaint Mr B complains The Co-operative Bank Plc couldn’t find an old account and gave poor service when responding to a data subject access request (dSAR). What happened Mr B was involved in a court case, and he needed to provide the court with proof of his finances... (3 pages)View decision -
Decision Reference DRN-5334840
18 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5334840 The complaint Mrs T is unhappy that Nationwide Building Society has declined to refund transactions from her account that she says she didn’t authorise. What happened Mrs T previously raised a complaint with Nationwide in relation to Automated Teller Machine (ATM) withdrawal... (3 pages)View decision -
Decision Reference DRN-5404341
18 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5404341 The complaint Mrs M is unhappy that The Royal London Mutual Insurance Society Limited declined a claim for the critical illness benefit made on her life and critical illness insurance policy (‘the policy’) and that it’s voided the policy. What happened The details of this c... (4 pages)View decision -
Decision Reference DRN-5224555
18 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5224555 The complaint Ms M has complained that Revolut Ltd failed to process chargebacks on a number of transactions she disputed and that it also failed in its duty of care to her as a vulnerable consumer. Background Ms M requested chargebacks on 357 transactions totalling £2,999.0... (4 pages)View decision
