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 381196 results
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Decision Reference DRN-5416686
8 Jul 2025 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-5416686 The complaint Two of Mrs K’s sisters, who were appointed as joint attorneys by Mrs K under a lasting power of attorney, complain that State Bank of India (UK) Limited didn’t deal with two separate requests professionally and efficiently. What happened Mrs K has an account wi... (3 pages)View decision -
Decision Reference DRN-5677791
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5677791 The complaint Mr M complains Revolut Ltd (“Revolut”) won’t refund the money he lost to a cryptocurrency investment scam. What happened I issued a provisional decision in June 2025 to explain why I thought Mr M’s complaint shouldn’t be upheld - and I said I’d consider anythin... (8 pages)View decision -
Decision Reference DRN-5667189
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5667189 The complaint Mr F complains that Revolut Ltd (‘Revolut’) debited his account with two payments totalling roughly £335 which he says he did not make or otherwise authorise. What happened In May 2025 I wrote to both parties to this complaint to explain my thoughts on the case... (3 pages)View decision -
Decision Reference DRN-5666926
8 Jul 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5666926 The complaint Miss D complains that Inclusive Finance Limited trading as Creditspring (‘Creditspring’) didn’t process her direct debit correctly which caused her distress and inconvenience. Miss D would like Creditspring to increase their offer of compensation. What happened... (2 pages)View decision -
Decision Reference DRN-5678469
8 Jul 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5678469 The complaint Mr K complains Telefonica UK Limited trading as O2 supplied him with an altered mobile phone device through a fixed sum loan agreement. What happened In September 2023, Mr K acquired a mobile phone through a fixed sum loan agreement with O2. The total amount o... (3 pages)View decision -
Decision Reference DRN-5129023
8 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5129023 The complaint Mr M has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In 2022, Mr M entered into a cryptocurrency investment scheme after responding to an advert. Unfortunately, this turned out to be a scam.... (2 pages)View decision -
Decision Reference DRN-5242239
8 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5242239 The complaint Mr K complains about a car he leased with Stellantis Financial Services UK Limited trading as Free2Move Lease (‘SF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ro... (3 pages)View decision -
Decision Reference DRN-5497330
8 Jul 2025 Phoenix Life Limited Not upheldInsuranceDRN-5497330 The complaint Mr W complains that Phoenix Life Limited (Phoenix) are continuing to take premiums on his four Whole of Life policies when he’s already paid more in premiums than the total sum assured. What happened The background to this complaint is well known to all partie... (2 pages)View decision -
Decision Reference DRN-5385850
8 Jul 2025 Mortgage Intelligence Ltd Not upheldMortgagesDRN-5385850 The complaint Miss W complains about mortgage advice given to her by Mortgage Intelligence Ltd (MI). She says she was led to believe she could borrow more than she could and made a number of future decisions based on this, which has now caused her a loss. What happened Miss ... (4 pages)View decision -
Decision Reference DRN-5532329
8 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5532329The complaint X complains that Santander UK Plc declined their application to port their entire mortgage balance and charged them an early repayment charge (ERC). What happened X took a five-year fixed rate mortgage with Santander in April 2022. In 2023, X decided to start plann... (4 pages)View decision
