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 381196 results
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Decision Reference DRN-5599405
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5599405 The complaint Mr G complains about Bank of Scotland plc, trading as Halifax, only giving him a partial refund when he became a victim of an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ... (5 pages)View decision -
Decision Reference DRN-5441257
29 Aug 2025 Forester Life Limited Not upheldInvestmentsDRN-5441257 The complaint Mr G complains Forester Life Limited (‘Forester’) moved assets that had been held in trust into his own account outside the trust and so caused him a tax liability. The tax liability reduced the money available to pass to Mr G’s daughter who was to have been th... (6 pages)View decision -
Decision Reference DRN-5732691
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5732691 The complaint Ms F complains that Barclays Bank UK PLC declined her application for a credit card. What happened On 27 March 2025 Ms F applied for an Amazon Barclaycard. Her application was declined. Ms F appealed the decision, but Barclays said the decision was the same and... (2 pages)View decision -
Decision Reference DRN-5771172
29 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5771172 The complaint A limited company, which I will refer to as T, complains about the decline of its commercial property and loss of rent claim by AXA Insurance UK Plc. What happened The following is intended only as a summary of the events leading to this complaint. Additionally... (5 pages)View decision -
Decision Reference DRN-5275616
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5275616 The complaint and background Ms U complains Revolut Ltd (‘Revolut’) won’t reimburse £5,500 that she lost when she fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. She was satisfied that Revolut ought to have been concerned when ... (2 pages)View decision -
Decision Reference DRN-5754113
29 Aug 2025 Holiday Extras Cover Limited Not upheldInsuranceDRN-5754113 The complaint Mrs and Mr N complain that Holiday Extras Cover Limited changed the wording of their travel insurance policy after they bought their policy which affected their cover for the insured period. They also complain that Holiday Extras put outdated travel insurance p... (4 pages)View decision -
Decision Reference DRN-5760762
29 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5760762 The complaint A limited company, which I will refer to as R, complains about the decline of its business interruption insurance claim by Covea Insurance plc. What happened The following is intended only as a summary of the events leading to this complaint. Additionally, alth... (5 pages)View decision -
Decision Reference DRN-5785042
29 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5785042 The complaint Mr M complains about what he was told when he entered into a hire purchase agreement with BMW Financial Services(GB) Limited trading as BMW Financial (‘BMWFS’). What happened At the end of May 2023 Mr M entered into a hire purchase agreement with BMWFS. The ca... (5 pages)View decision -
Decision Reference DRN-5380507
29 Aug 2025 Vitality Health Limited UpheldInsuranceDRN-5380507 The complaint A limited company, which I will refer to as E, and Mr C complain about the handling of a private medical insurance claim by Vitality Health Limited. Mr C is a director of E, and brings this complaint both on behalf of the company and in his personal capacity. W... (3 pages)View decision -
Decision Reference DRN-5627712
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5627712 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss H applied for an Aqua credit card in February 2019. In her application, Miss H said she wa... (3 pages)View decision
