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 371485 results
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Decision Reference DRN-5298947
4 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5298947 The complaint G, a limited company, complains that National Westminster Bank Plc won’t reimburse them for their losses to an email intercept scam. G has appointed professional representatives to handle this complaint. But for ease of reading, I’ll only refer to G in this de... (3 pages)View decision -
Decision Reference DRN-4430223
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4430223 The complaint Mrs S complains that Revolut Ltd (“Revolut”) won’t refund her the money she lost after she fell victim to an investment scam. Mrs S has used a representative to bring her complaint to this service. For ease, I will refer solely to Mrs S throughout this decisio... (5 pages)View decision -
Decision Reference DRN-5245523
4 Mar 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5245523 The complaint Mr M and Ms R complain that First Central Insurance Management Limited (1 st Central) took two payments in one month for their motor insurance which they say caused financial hardship. What happened Ms R took out a motor insurance policy in January 2024 with 1... (2 pages)View decision -
Decision Reference DRN-5278302
4 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5278302 The complaint Mr B has complained that U K Insurance Limited trading as Direct Line (UKI) unfairly declined a claim under his home insurance policy. What happened Mr B contacted UKI to make a claim for storm damage. UKI said Mr B should arrange a temporary repair. It also a... (2 pages)View decision -
Decision Reference DRN-5167406
4 Mar 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5167406 The complaint Mr W complained about advice he was given to transfer the benefits of a defined-benefit (DB) pension scheme to a personal pension plan, in 2019. He says the advice was unsuitable for him and believes this has caused him a financial loss. Origen Financial Servic... (7 pages)View decision -
Decision Reference DRN-5371447
4 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5371447 The complaint Mrs C complained about how Shop Direct Finance Company Limited (SDFCL) responded to a claim to refund a payment made for goods. What happened Mrs C paid for goods from a supplier I’ll call V in August 2022. The cash price was around £760. She paid for the good... (3 pages)View decision -
Decision Reference DRN-5228888
4 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5228888 The complaint Mr T complains that Zempler Bank Limited trading as Cashplus Bank lent to him irresponsibly. What happened In 2023 Cashplus gave Mr T a credit card with a limit of £1,000. Mr T considers that Cashplus did not properly assess his creditworthiness before giving h... (3 pages)View decision -
Decision Reference DRN-5152929
4 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5152929 The complaint Mr J complains that Santander UK Plc won’t refund money he says he lost to an investment scam. What happened In 2021, Mr J invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. Mr J paid in £42,000 to R in January 2021, by making two ... (7 pages)View decision -
Decision Reference DRN-4962323
4 Mar 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-4962323 The complaint Mr H complains that Trading 212 UK Limited doesn’t clearly communicate how a stop loss order is executed and that stop orders are based on bid prices. As a result, Mr H says he has suffered a financial loss. What happened Mr H placed a stop-limit order with a s... (3 pages)View decision -
Decision Reference DRN-5141076
4 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5141076 The complaint Mr C complains that the car he acquired through Lendable Ltd, trading as Autolend, wasn’t of satisfactory quality. He wants Lendable to allow him to reject the car, release him from his credit agreement, and reimburse him for his costs. What happened Mr C ente... (5 pages)View decision
