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 384133 results
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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 -
Decision Reference DRN-5964851
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5964851 The complaint Mr P complains that Barclays Bank UK PLC won’t refund him the money he lost in an investment scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t set them out in detail here. Instead, I’ve summarised what... (3 pages)View decision
