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 366874 results
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Decision Reference DRN-5103466
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5103466 The complaint Mr A complains Revolut Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Revolut and has been a customer for around five years. He has accounts elsewhere including accounts with businesses who I’ll ref... (3 pages)View decision -
Decision Reference DRN-5231804
31 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5231804 The complaint Mr A complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Monzo and has been a customer for around two years. He has accounts elsewhere including accounts with businesses who I’ll ref... (3 pages)View decision -
Decision Reference DRN-3797408
31 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-3797408 The complaint Mrs D complains that Starling Bank Limited (‘Starling’) debited her account with a series of payments totalling approximately 2850 euros and £1000, which she says she did not make or otherwise authorise. What happened In March 2022, Mrs D was in hospital in ano... (4 pages)View decision -
Decision Reference DRN-5092724
31 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5092724 The complaint Mrs G complains that Starling Bank Limited didn’t proceed with the chargeback claim she sought to raise against a merchant. What happened Mrs G purchased some goods from a merchant, M, using her Starling debit card. In January 2024 she contacted Starling to dis... (3 pages)View decision -
Decision Reference DRN-5299164
31 Jan 2025 Quilter Wealth Ltd Not upheldPensions and AnnuitiesDRN-5299164 The complaint Mr J complains that Quilter Wealth Ltd (Quilter) gave him unsuitable advice to transfer the pension he held with his existing provider to a flexi-access drawdown pension with a provider I’ll refer to as provider S, and then to invest his funds in a balanced ris... (12 pages)View decision -
Decision Reference DRN-5246947
31 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5246947 The complaint Mr H complains that when he makes a one-off manual payment of the full statement balance to his credit card account held with Clydesdale Bank Plc trading as Virgin Money, his direct debit isn’t automatically stopped, meaning that payment is taken twice. What ha... (3 pages)View decision -
Decision Reference DRN-5272437
31 Jan 2025 Countrywide Assured Plc UpheldInsuranceDRN-5272437 The complaint Mr and Mrs J, as trustees of the J trust, complain about a reviewable whole of life (RWOL) policy they hold with Countrywide Assured Plc. They are unhappy with being asked to pay a higher premium in order to maintain the sum assured and think Countrywide have f... (16 pages)View decision -
Decision Reference DRN-5040856
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5040856 The complaint Ms J complains about the way Bank of Scotland trading as Halifax dealt with a claim she sought to bring against it under section 75 of the Consumer Credit Act 1974 (“section 75”) What happened In May 2022 Ms J purchased a king size bed from an online retailer (... (3 pages)View decision -
Decision Reference DRN-5299283
31 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5299283 The complaint Mrs H complains about how AXA Insurance UK Plc (AXA) has handled a claim on her motor insurance policy. What happened Mrs H collided with the rear of a third-party vehicle at a roundabout in October 2023. She reported the accident to AXA. Mrs H is unhappy with ... (3 pages)View decision -
Decision Reference DRN-5300852
31 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5300852 The complaint Mr B complains that Aviva Life & Pensions UK Limited (Aviva) misinformed him about the retirement options and features of his Group Personal Pension Plan (PPP), which negatively impacted his pension planning, causing distress and financial losses. He wants ... (5 pages)View decision
