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 370903 results
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Decision Reference DRN-5441565
31 Mar 2025 USAY BUSINESS LTD UpheldInsuranceDRN-5441565 The complaint Mr E is unhappy that USAY BUSINESS LTD (Usay) mis-sold a private medical insurance policy to him. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. In November 202... (7 pages)View decision -
Decision Reference DRN-5369553
31 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5369553 The complaint Mr R complains about the service he received from Bank of Scotland plc trading as Halifax (“Halifax”), when he called it about transactions it had blocked. What happened I’ll provide a summary of events below. Mr R holds an account with Halifax. He used his deb... (2 pages)View decision -
Decision Reference DRN-5441295
31 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5441295 The complaint Mr G complains that National Westminster Bank Plc have changed their mind about allowing his mortgage to stay on interest only at a time when he needed support. He said he signed a contract in good faith and now NatWest have voided that contract. What happened ... (4 pages)View decision -
Decision Reference DRN-5377381
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5377381 The complaint A company, which I’ll refer to as C, complains that Lloyds Bank PLC caused delay in changes to its account mandate What happened C has a business current account with Lloyds. In the spring of 2024, C approached the bank with the aim of adding a person to the ac... (2 pages)View decision -
Decision Reference DRN-5119067
31 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5119067 The complaint Mrs S complains Tesco Personal Finance Limited (trading as Tesco Bank) unfairly declined her claim under section 75 Consumer Credit Act 1974 (CCA) relating to the installation of a water sewage treatment plant at her home. What happened On around 5 April 2024,... (5 pages)View decision -
Decision Reference DRN-5442132
31 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5442132 The complaint Mr W complains that Santander UK Plc will not refund money he lost to a scam. What happened In July 2023 Mr W came across an investment opportunity online which purported to use AI for trading. He was interested and so submitted his details on an enquiry form.... (4 pages)View decision -
Decision Reference DRN-5440777
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5440777 The complaint Mrs M complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs M has an account with Revolut. Mrs M says she was looking for a way to increase her income in June 2023 when she came across an opportunity to earn... (3 pages)View decision -
Decision Reference DRN-4943199
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4943199 The complaint Mr H complains that Revolut Ltd won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (3 pages)View decision -
Decision Reference DRN-5344515
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5344515 The complaint A company, which I’ll refer to as T, complains about the closure by Barclays Bank UK PLC (Barclays) of its bank account during their Know Your Customer (KYC) review. In bringing this complaint, T is represented by its director who I’ll refer to as Mr B. What... (5 pages)View decision -
Decision Reference DRN-5395474
31 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5395474 The complaint Mr S is unhappy with how AXA Insurance UK Plc (AXA) settled a claim made under his motor insurance policy. Any references to AXA include its agents. Mr S is represented by Mrs S. What happened In August 2023 Mr S was overtaking a vehicle as part of his journe... (2 pages)View decision
