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 360264 results
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Decision Reference DRN-5344001
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5344001 The complaint Mr T complains that Barclays Bank UK PLC (Barclays) won’t refund money he lost in an investment scam. What happened What Mr T says: Mr T was looking for an investment and came across several firms on Instagram. He was then contacted by a ‘broker’ who claimed to... (7 pages)View decision -
Decision Reference DRN-5100582
28 Feb 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5100582 The complaint Mr and Mrs G complain that Ageas Insurance Limited (Ageas) declined a claim they made under their buildings insurance policy. Mr and Mrs G are both party to this complaint. But for ease of reference, I’ve referred to Mr G throughout my decision. What happened... (4 pages)View decision -
Decision Reference DRN-5317226
28 Feb 2025 Lesson Moore Limited Not upheldInsuranceDRN-5317226 The complaint A limited company, which I will refer to as R, complains about the sale of its group private medical insurance policy by Lesson Moore Limited. What happened Both parties are aware of the circumstances of this complaint, so the following is intended only as a br... (4 pages)View decision -
Decision Reference DRN-5301272
28 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5301272 The complaint Miss A complains that Bank of Scotland plc trading as Halifax provided poor service and wouldn’t give her the information about a payment it had provided before. What happened Miss A explains that she wanted the bank details relating to rental payments into her... (2 pages)View decision -
Decision Reference DRN-5363096
28 Feb 2025 Metro Bank PLC UpheldConsumer CreditDRN-5363096 The complaint Mrs B is unhappy with Metro Bank Plc trading as RateSetter’s handling of a loan in her name that she says was taken out as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an ove... (3 pages)View decision -
Decision Reference DRN-4970074
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4970074 The complaint Mr M complains that Revolut Ltd (Revolut) won’t refund a £760 transaction which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr M says that he lost hi... (2 pages)View decision -
Decision Reference DRN-5302767
28 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5302767 The complaint Mrs B complains NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Mrs B was approved for an Aqua credit card in January 2018 with a £450 credit limit. I have detailed the credit limit changes below: November 2018 £450 to £1,100 April 2019 £1,1... (3 pages)View decision -
Decision Reference DRN-5259528
28 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5259528 The complaint Mr A has complained that his mobile phone insurer, Aviva Insurance Limited (‘Aviva’), delayed dealing with a claim he made and is refusing to provide him with a replacement phone after the original it sent to him went missing. Aviva is the underwriter of this ... (4 pages)View decision -
Decision Reference DRN-5230679
28 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5230679 The complaint Mr S complains about how AXA Insurance UK Plc handled his claim after his car was involved in an incident in December 2023. What happened Mr S has motor insurance with AXA. In December 2023 the front of his car was damaged when it was hit by another vehicle. Mr... (8 pages)View decision -
Decision Reference DRN-5238326
28 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5238326 The complaint Mr H has complained that Legal and General Assurance Society Limited (‘L&G’) refused to pay a claim and added an exclusion to his policy. What happened Mr H took out an income protection policy, underwritten by L&G. He made a claim which L&G decline... (2 pages)View decision
