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 385221 results
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Decision Reference DRN-5931362
26 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5931362 The complaint Mr G complains Revolut Ltd (“Revolut”) hasn’t refunded money he said he lost as the result of a cryptocurrency investment scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr G said... (2 pages)View decision -
Decision Reference DRN-5930981
26 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5930981 The complaint Mr G complains J.P. Morgan Europe Limited trading as Chase (“Chase”) hasn’t refunded money he said he lost as the result of a cryptocurrency investment scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summaris... (2 pages)View decision -
Decision Reference DRN-5930967
26 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5930967 The complaint Mr G operates as a sole trader with a company I’ll refer to as M. Mr G is bringing the complaint on behalf of M via a claims management company. So, in the main, I’ll refer to Mr G. M complains The Royal Bank of Scotland Plc (“RBS”) hasn’t refunded money it lo... (2 pages)View decision -
Decision Reference DRN-5950615
26 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5950615 The complaint Mr L complains that Nationwide Building Society made errors when he asked them to change his direct debit date. What happened Mr L holds a credit card with Nationwide. On 29 November 2024 Mr L tried to cancel a Direct Debit for his credit card via the app. He w... (2 pages)View decision -
Decision Reference DRN-5860761
26 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5860761 The complaint Mr A complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr A has explained that in April 2024 he made n... (3 pages)View decision -
Decision Reference DRN-5948715
26 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5948715 The complaint Miss K complains about how Revolut Ltd handled her claim. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formality. Miss K paid fo... (2 pages)View decision -
Decision Reference DRN-5784698
26 Nov 2025 esure Insurance Limited Not upheldInsuranceDRN-5784698 The complaint Mr L has complained about how esure Insurance Limited trading as Sheilas' Wheels (esure) dealt with a claim under a home insurance policy. What happened Mr L made a claim for a stolen bike. esure accepted the claim and said it would appoint a supplier who... (4 pages)View decision -
Decision Reference DRN-5978956
26 Nov 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5978956 The complaint Mr S is unhappy with how Admiral Financial Services Limited, trading as Admiral Money (‘Admiral’) have engaged with him about his fixed sum loan agreement. What happened Mr S arranged his loan in August 2019 for £7,000 over 60 months with a monthly payment of £... (4 pages)View decision -
Decision Reference DRN-5386609
26 Nov 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5386609 The complaint Mrs K complains that New Wave Capital Limited, trading as Capital on Tap, (CoT) are pursuing her unfairly under a personal guarantee. Mr K has conducted this complaint on Mrs K’s behalf. What happened Mr K has told us that: • Mrs K was the director of a limi... (4 pages)View decision -
Decision Reference DRN-5978970
26 Nov 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5978970 The complaint Mr R complains that a car that was supplied to him under a credit agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr R under a personal contract purchase agreement that he electronically signed ... (3 pages)View decision
