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 381195 results
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Decision Reference DRN-5288214
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5288214 The complaint Mr M complains Revolut Ltd won’t reimburse over £46,000 that he says he lost when he fell victim to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr M here. What happened The background of the compla... (2 pages)View decision -
Decision Reference DRN-5433609
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5433609 The complaint Mr H has complained Revolut Ltd did nothing to stop him being a victim of a scam. What happened Mr H has held an account with Revolut since April 2021. Mr H fell victim to a scam in November 2023 after believing he was talking to someone who represented his oth... (3 pages)View decision -
Decision Reference DRN-5764952
28 Aug 2025 Michael Pettifer Insurance Brokers Ltd UpheldInsuranceDRN-5764952 The complaint Mr P complains about how Michael Pettifer Insurance Brokers Ltd (MPI), a broker, dealt with his claim against his travel insurance policy. What happened In summary, in December 2023, Mr P took out a 90 day travel insurance policy which had a start date in Janu... (2 pages)View decision -
Decision Reference DRN-5775625
28 Aug 2025 Ascot Lloyd Limited UpheldInvestmentsDRN-5775625 The complaint Mrs D has complained about the service she has received from Ascot Lloyd Limited trading as Ascot Lloyd in relation to her Individual Savings Account (“ISA”) and Pension holdings. She has said her investments have not been managed correctly or in line with the ... (8 pages)View decision -
Decision Reference DRN-5782114
28 Aug 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5782114 The complaint Mrs P is the appointed administrator of her late husband’s, Mr D’s, estate. She complains on behalf of the estate about Phoenix Life CA Limited’s handling of the claims against Mr D’s, policies. Although this particular complaint is made by the estate, for ease... (4 pages)View decision -
Decision Reference DRN-5781838
28 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5781838 The complaint Miss W complains Barclays Bank UK PLC provided copies of joint account statements she held with her late mother to her sister, without her consent. She also complains Barclays changed the address on these accounts to her sister’s address and her sister received... (5 pages)View decision -
Decision Reference DRN-5782161
28 Aug 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5782161 The complaint Mr and Mrs L have complained that AmTrust Specialty Limited (“AmTrust”) unfairly declined a claim they made under their building warranty. What happened The circumstances of this complaint are well known to both parties so I won’t repeat them in full, but I’ll ... (6 pages)View decision -
Decision Reference DRN-5765495
28 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5765495 The complaint Mr G complains that Moneybarn No. 1 Limited (Moneybarn) failed to tell him that he couldn’t voluntarily terminate his finance agreement with them in July 2024. What happened The detailed background to this complaint is well known to both parties. So, I’ll only ... (2 pages)View decision -
Decision Reference DRN-5733191
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5733191 The complaint Mrs D complains that Barclays Bank UK PLC (Barclays) are breaching the Equality Act 2010 by not allowing her attorney to access the app. Mrs D is represented by a third party, her attorney who I’ll refer to as B for ease of reading. What happened The details o... (2 pages)View decision -
Decision Reference DRN-5771898
28 Aug 2025 Bank of Scotland Plc UpheldMortgagesDRN-5771898 The complaint Mr S complains that Bank of Scotland plc, trading as Intelligent Finance (IF), lent him a mortgage secured on a property that was overvalued. He also complains about recent action IF has taken to recover the debt because the mortgage is in arrears. What happene... (6 pages)View decision
