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-5316727
4 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5316727 The complaint Miss M complains Lloyds Bank PLC sold debts for her credit card and loan accounts to a debt purchaser without telling her in advance. What happened Miss M took out a credit card and a loan with Lloyds. Unfortunately, she fell into difficulties and had to use a ... (2 pages)View decision -
Decision Reference DRN-5351627
4 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5351627 The complaint Mr C is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr C is being represented by a claims management company but for ease of reference I’ll only refer to Mr C here. What happened The detailed background to this complaint is ... (12 pages)View decision -
Decision Reference DRN-5266420
4 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5266420 The complaint Mrs B says Nationwide Building Society (“Nationwide”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summar... (2 pages)View decision -
Decision Reference DRN-5358487
4 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5358487 The complaint Mr B complains that HSBC UK Bank plc trading as first direct refused to accept written communication from him when he wanted to set up a cash withdrawal. What happened In August 2024 Mr B contacted first direct’s online chat service, as he wanted to make a cash... (2 pages)View decision -
Decision Reference DRN-5336824
4 Mar 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5336824 The complaint Mrs B and Miss B complain that Red Sands Insurance Company (Europe) Limited hasn’t settled personal possessions claims they made on a travel insurance policy. As Mrs B brought the complaint to us, for ease of reading, I’ve referred mainly to her. What happened ... (3 pages)View decision -
Decision Reference DRN-5353519
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5353519 The complaint Ms M says Revolut Ltd (“Revolut”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, Ms M says she was... (2 pages)View decision -
Decision Reference DRN-5370437
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5370437 The complaint Miss A complains that Revolut Ltd failed to refund her for a transaction she made on her debit card, to a business I’ll refer to as “the merchant”. What happened Miss A purchased a television subscription package from a television service provider (the merchan... (3 pages)View decision -
Decision Reference DRN-5332245
4 Mar 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5332245 The complaint Mr H has complained about Zurich Insurance Company Ltd’s decision to reject a claim he made for an escape of water under his home insurance policy. Mr H is being represented in his complaint. All reference to the insurer Zurich in my decision includes agents ac... (3 pages)View decision -
Decision Reference DRN-4904710
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4904710 The complaint Ms H says Revolut Ltd (“Revolut”) refuses to refund to her for a transaction on her account she says she didn’t make. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, Ms H says a transa... (3 pages)View decision -
Decision Reference DRN-5235625
4 Mar 2025 UIA (Insurance) Limited Not upheldInsuranceDRN-5235625 The complaint Mrs M complains about what UIA (Insurance) Limited did following claims she made on her legal expenses insurance policy. What happened Mrs M has home insurance with UIA which includes legal expense cover. In late 2019 she contacted UIA as there were ongoing iss... (4 pages)View decision
