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 375868 results
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Decision Reference DRN-5281596
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5281596 The complaint Mr A complains that Revolut Ltd won’t refund money he lost when he was a victim of a scam. Mr A is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events... (4 pages)View decision -
Decision Reference DRN-5499825
5 Sep 2025 Tavistock Partners (UK) Limited Not upheldInvestmentsDRN-5499825 The complaint Mrs C complains about the suitability of investment advice provided to her by Tavistock Partners (UK) Limited trading as Abacus Associates Financial Services (“Abacus”) and the cost and quality of the ongoing service provided to her. What happened The backgroun... (3 pages)View decision -
Decision Reference DRN-5499850
5 Sep 2025 Tavistock Partners (UK) Limited Not upheldInvestmentsDRN-5499850 The complaint Mr C complains about the suitability of investment advice provided to him by Tavistock Partners (UK) Limited trading as Abacus Associates Financial Services (“Abacus”) and the cost and quality of the ongoing service provided to him. What happened The background... (3 pages)View decision -
Decision Reference DRN-5556217
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5556217 The complaint Mrs T complains National Westminster Bank PLC (“NatWest”) refuses to refund her for unauthorised transactions on her account, and that failed to protect her from financial harm. Mrs T has a family member representing her, Mr T, who has brought the complaint on ... (3 pages)View decision -
Decision Reference DRN-5740803
5 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5740803 The complaint Mr L complains about how UK Insurance Limited (T/A NatWest Insurance) handled and settled claims he made for damage to, and theft from, his home. He’s also unhappy with the communication he received about his claims. What happened Mr L held a renters insurance... (6 pages)View decision -
Decision Reference DRN-5752320
5 Sep 2025 Tavistock Partners (UK) Limited Not upheldInvestmentsDRN-5752320 The complaint Mr C complains about the suitability of investment advice provided to him by Tavistock Partners (UK) Limited trading as Abacus Associates Financial Services (“Abacus”) and the cost and quality of the ongoing service provided to him. What happened In 2021 Mr C a... (5 pages)View decision -
Decision Reference DRN-5799213
5 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5799213 The complaint A limited company, which I will refer to as S, complains about the handling of and decision made on its commercial property insurance claim, by AXA Insurance UK Plc. What happened The parties are aware of the circumstances leading to this point, so the followin... (7 pages)View decision -
Decision Reference DRN-5581354
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5581354 The complaint Miss A is unhappy NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded her the money she lost after falling victim to an authorised push payment (‘APP’) investment scam. What happened The details of this case are well-known to both part... (4 pages)View decision -
Decision Reference DRN-5796250
5 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5796250 The complaint Mr R complains that a cheque he wrote on his account with Barclays Bank UK PLC was rejected 3 times, and that the delay caused him to lose interest on an ISA he had planned to open. What happened In August 2024, Mr R wrote a cheque on his account to another ban... (2 pages)View decision -
Decision Reference DRN-5801353
5 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5801353 The complaint Mr C, who is represented by a third party, has complained that Lloyds Bank PLC (‘Lloyds’) acted irresponsibly when it provided him with an overdraft and then went on to increase his overdraft limits. He says the overdraft was unaffordable and has asked for all ... (4 pages)View decision
