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 366873 results
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Decision Reference DRN-5049942
7 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5049942 The complaint Mr G has complained about the way American Express Services Europe Limited (“AESEL”) dealt with his request for money back. What happened In January 2022 Mr G paid around £1,300 using his AESEL credit card for dental treatment from a supplier I’ll call “S”. Mr... (4 pages)View decision -
Decision Reference DRN-4616354
7 Mar 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4616354 The complaint Mr L complains about Zurich Assurance Ltd. He doesn’t think they’ve correctly administered a reviewable whole of life (RWOL) policy he holds with them. What happened Mr L took out a reviewable whole of life (RWOL) policy in 1980 in order to provide protection f... (14 pages)View decision -
Decision Reference DRN-5340121
7 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5340121 The complaint Mr M and Ms M complain Covea Insurance Plc unfairly declined their home insurance claim for alternative accommodation costs. Reference to Covea includes its agents. Mr M and Ms M are both policyholders and complainants, but as Mr M has been the main correspond... (2 pages)View decision -
Decision Reference DRN-5365531
7 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5365531 The complaint Mr C has complained that Inter Partner Assistance SA (IPA) declined a claim he made on a travel insurance policy. What happened Mr C was due to go on a trip abroad on 1 May 2024. However, as he felt unwell, he cancelled the trip and made a claim on the policy.... (3 pages)View decision -
Decision Reference DRN-5380509
7 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5380509 The complaint Mr C complains that Santander UK Plc (Santander) won’t refund money he lost on an investment scam. What happened What Mr C says: Mr C had been looking for ways to invest funds that his late mother left him. He found an article which was apparently endorsed by ... (7 pages)View decision -
Decision Reference DRN-5374388
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5374388 The complaint Mr S complains Revolut Ltd won’t refund the money he lost to a scam. What happened In early 2023, Mr S came across an advert featuring a media personality promoting a cryptocurrency investment opportunity. He clicked a link on it to follow up and give his conta... (10 pages)View decision -
Decision Reference DRN-5273581
7 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5273581 The complaint Mrs E complains that Nationwide Building Society hasn’t a refunded a payment that was taken from her credit card account. What happened Mrs E enrolled on an educational course with a learning provider (who I’ll refer to as “S”). The cost of the course was £1,49... (3 pages)View decision -
Decision Reference DRN-5209116
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5209116 The complaint Mr P complains that Revolut Ltd failed to protect him when he fell victim to a cryptocurrency investment scam. Mr P is represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has b... (12 pages)View decision -
Decision Reference DRN-5270508
7 Mar 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5270508 The complaint Mrs A complains about how Lloyds Bank PLC has treated her whilst in financial difficulties and as she reaches the end of her mortgage. Mrs A is represented by her husband in this complaint. But, for ease, I’ll refer to the complaint as being brought by her. Wha... (3 pages)View decision -
Decision Reference DRN-5365933
7 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5365933 The complaint Mrs C complains Revolut Ltd won’t won’t refund the full amount of money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened Our investigator didn’t uphold the complaint. Our investigator found Revolut intervened on four o... (2 pages)View decision
