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 369227 results
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Decision Reference DRN-5313923
6 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5313923 The complaint Mrs R complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (7 pages)View decision -
Decision Reference DRN-5128323
6 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5128323 The complaint Miss H complains Monzo Bank Ltd closed her account and reported a default without giving her notice. She further complains Monzo did not provide information about the Zero Affordability Plan (ZAP) Monzo placed her on. What happened Miss H explained she sadly ha... (4 pages)View decision -
Decision Reference DRN-4587370
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4587370 The complaint Miss B complains that Revolut Ltd failed to protect her from a scam. What happened In December 2023, Miss B received an email telling her she’d missed a parcel delivery and she needed to pay a fee to re-arrange the delivery. Miss B used her debit card to make ... (4 pages)View decision -
Decision Reference DRN-5281545
6 Feb 2025 Transave Credit Union Limited UpheldConsumer CreditDRN-5281545 The complaint Mr H has complained that Transave Credit Union Limited trading as Transave UK acted irresponsibly when it provided him with a series of loans between 2019 and 2023. Background Mr H is a member of Transave UK and applied for several loans with it between Decembe... (4 pages)View decision -
Decision Reference DRN-5244163
6 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5244163 The complaint Mr and Mrs P have complained about their let property insurer AXA Insurance UK Plc. They made a claim for their property which had been damaged when someone converted it to grow cannabis. However, AXA avoided their policy and, by association, declined their cla... (3 pages)View decision -
Decision Reference DRN-5221746
6 Feb 2025 True Potential Wealth Management LLP UpheldInsuranceDRN-5221746 The complaint A company, which I’ll refer to as M, complains that True Potential Wealth Management LLP mis-sold life insurance. Mr P, who is a director of M, brings the complaint on M’s behalf, with Mrs P, who is listed as company secretary. What happened The history of thi... (4 pages)View decision -
Decision Reference DRN-5221667
6 Feb 2025 True Potential Wealth Management LLP UpheldInsuranceDRN-5221667 The complaint Mr and Mrs P complain that True Potential Wealth Management LLP mis-sold them a life and serious illness insurance policy. What happened The history of this complaint is well known to both parties, so I won’t repeat all the details here. In summary, Mr and Mrs... (4 pages)View decision -
Decision Reference DRN-4810094
6 Feb 2025 Black Horse Limited Not upheldConsumer CreditDRN-4810094 The complaint Miss O complains about the satisfactory quality of a car supplied to her by Black Horse Limited trading as Land Rover Financial Services (“LRFS”). Miss O also believes there was a misrepresentation in relation to a second key that she thinks should have been su... (6 pages)View decision -
Decision Reference DRN-4737364
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4737364 The complaint Ms H complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on everything sent by bot... (5 pages)View decision -
Decision Reference DRN-5277505
6 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5277505 The complaint A company, which I will refer to as ‘S’ complains U K Insurance Limited (“UKI”) have unfairly avoided their buildings insurance policy. Mr W has brought the complaint on behalf of S, so I will refer to him below. All references to UKI also include its appointed... (3 pages)View decision
