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 371633 results
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Decision Reference DRN-5640829
23 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5640829 The complaint Mr C complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr C is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr C directly. What happened On... (15 pages)View decision -
Decision Reference DRN-5141770
23 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5141770 The complaint Mr A complains that Starling Bank Limited hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr A says he lent £4,500 to a friend, on the understanding that the loan would be repaid after two months. He sent the money to his friend via faste... (2 pages)View decision -
Decision Reference DRN-5637445
23 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5637445 The complaint Mr and Mrs S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (13 pages)View decision -
Decision Reference DRN-5289336
23 Jun 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5289336 The complaint Mr T complains EGR WEALTH LIMITED (EGR) mis-sold him an investment. He says it didn’t safeguard his interests and failed in its regulatory obligations. He thinks it should compensate him the losses sustained from the investments he made. What happened In Novem... (11 pages)View decision -
Decision Reference DRN-5623933
23 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5623933 The complaint Mr S complains Kroo Bank Ltd unfairly closed his account and delayed him accessing his funds. He wants compensation for the hardship and anxiety he experienced as a result. What happened Mr S held an account with Kroo Bank which he opened in 2023. On 17 October... (2 pages)View decision -
Decision Reference DRN-5624056
23 Jun 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5624056 The complaint Mr H complains that HSBC UK Bank Plc withdrew access to the reserve facility on his flexible mortgage account, meaning he could no longer withdraw funds he had recently paid in. What happened Mr H had a HomeOwner Reserve account with HSBC – a form of flexible m... (5 pages)View decision -
Decision Reference DRN-5562027
23 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5562027 The complaint Mr W complains about Liverpool Victoria Insurance Company Limited‘s (‘LV’) handling of a claim under his motor insurance policy. What happened Mr W was involved in an accident in May 2024. He said that a driver hit him in the rear which pushed him into a car i... (3 pages)View decision -
Decision Reference DRN-5637920
23 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5637920 The complaint Mr J and Mrs MJ’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claims of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to ... (14 pages)View decision -
Decision Reference DRN-5633612
23 Jun 2025 Metro Bank PLC Not upheldMortgagesDRN-5633612 The complaint Mr S and Ms B’s complaint is against Metro Bank PLC and is about a buy-to-let (BTL) mortgage. Mr S and Ms B are unhappy that, because of the rental value placed on the property by Metro’s valuer, the bank declined their application for a further advance. Mr S ... (3 pages)View decision -
Decision Reference DRN-5600125
23 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5600125 The complaint Mrs C and Mr C complain about the way AXA Insurance UK Plc (‘AXA’) handled a claim they made on their home insurance policy. Mr C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any action... (3 pages)View decision
