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 376696 results
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Decision Reference DRN-5727438
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727438 The complaint Mr L complains that Revolut Ltd won’t refund the money he lost when he sent payments to an investment that he now believes to have been fraudulent. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here... (4 pages)View decision -
Decision Reference DRN-5616928
15 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5616928 The complaint Mr H complained that AXA Insurance UK Plc (“AXA”) unfairly assessed and then declined his claim for storm damage, under his home buildings insurance policy. What happened Mr H noticed damage caused by water ingress to his lounge ceiling following a period of se... (3 pages)View decision -
Decision Reference DRN-5732553
15 Sep 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5732553 The complaint Mrs C complains about how National Savings and Investments (NS&I) calculated her interest payments on her account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. In summary Mrs C cont... (3 pages)View decision -
Decision Reference DRN-5630419
15 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5630419 The complaint Mr P complains about how U K Insurance Limited (UKI) handled a claim under his motor insurance policy for damage to his vehicle in an accident. He’s unhappy at the repairs undertaken, specifically what he maintains is a strong chemical odour in the vehicle. He... (5 pages)View decision -
Decision Reference DRN-5816371
15 Sep 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5816371 The complaint Mr W complains that Aviva Life & Pensions UK Limited declined a claim under an income protection policy. What happened Mr W is covered by an income protection policy through his employer, which is provided by Aviva. The policy pays a benefit if Mr W is una... (4 pages)View decision -
Decision Reference DRN-5488231
15 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5488231 The complaint Mr S complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr S applied for a Vanquis credit card in June 2021. In his application, Mr S said he was employed with an income of £30,000 a year that Van... (3 pages)View decision -
Decision Reference DRN-5784646
15 Sep 2025 Hamilton Insurance Designated Activity Company Not upheldInsuranceDRN-5784646 The complaint Mr and Mrs H have complained that Hamiton Insurance Designated Activity Company declined a claim they made on their annual travel insurance policy. As it is Mr H leading on the complaint, for ease, I will mostly just be referring to him in this decision. What... (3 pages)View decision -
Decision Reference DRN-5752418
15 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5752418 The complaint Mr G complains that he was unable to complete a balance transfer, and benefit from a preferential rate of interest due to technical issues with his Nationwide Building Society (Nationwide) online account and App. What happened In October 2024, Mr G complained t... (2 pages)View decision -
Decision Reference DRN-5412188
15 Sep 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5412188 The complaint Miss H complains that Madison CF UK Limited trading as 118118 Money lent irresponsibly when it approved her credit card application. What happened Miss H applied for a 118118 Money credit card in February 2022. In her application, Miss H said she was a council... (3 pages)View decision -
Decision Reference DRN-5198269
15 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5198269 The complaint Ms C complains that Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to a scam. Ms C is being represented by a claims management company in this complaint. What happened The full details of this complaint are well known... (4 pages)View decision
