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-5575618
23 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5575618 The complaint Mrs M complains that NewDay Ltd trading as Aqua (‘NewDay’) manipulated her credit card account to keep her over her credit limit and make profit from her. Mrs M wants her credit limit to be increased, or for NewDay to adjust her balance so she’s within her pres... (3 pages)View decision -
Decision Reference DRN-5640803
23 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5640803 The complaint Mr C complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Although Mr C now brings the complaint himself, he was previously helped by a representative. But, for ease of reading, I’ll mostly just refer to Mr C, where I also mean th... (3 pages)View decision -
Decision Reference DRN-5237387
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5237387 The complaint This complaint has been brought by a limited company I’ll refer to as “P”. The complaint is about Lloyds Bank PLC (‘Lloyds’) declining to reimburse funds it says were lost to an investment scam. Mr G, who is the director of P, brings the complaint on P’s behal... (3 pages)View decision -
Decision Reference DRN-5626019
23 Jun 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5626019 The complaint Mr L has complained about a transfer of his Zurich Assurance Ltd (Zurich) personal pension to a small self-administered scheme (SSAS) in July 2014. Mr L’s SSAS was subsequently used to invest in Dolphin Capital and a resort development in Akbuk, Turkey, offered... (19 pages)View decision -
Decision Reference DRN-5602199
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5602199 The complaint Mr W complains that HSBC UK Bank Plc wrongly returned a cheque he issued causing him distress and inconvenience and says he’s unhappy with its processes. What happened Mr W explains that he opened an account to make payments on behalf of his cousin when she was... (2 pages)View decision -
Decision Reference DRN-5627399
23 Jun 2025 Invest Southwest Ltd Not upheldInvestmentsDRN-5627399 The complaint Mrs M complains Invest Southwest Ltd (“Southwest”) gave inappropriate investment advice, which, together with a ‘lack of management’, caused her to suffer loss and stress. She says, amongst other things, that the high allocation to UK government bond funds was ... (9 pages)View decision -
Decision Reference DRN-5536861
23 Jun 2025 Xbridge Limited UpheldInsuranceDRN-5536861 The complaint Mr S complains Xbridge Limited (trading as Simply Business) failed to cancel his personal accident cover. Mr S brings the complaint on behalf of his company, T. For ease I will refer to all submissions as having been made by Mr S. What happened Mr S held a seri... (3 pages)View decision -
Decision Reference DRN-5521604
23 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5521604 The complaint Miss W complains about the quality of a car she acquired under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA Auto) previously FCA Automotive Services UK Ltd trading as Fiat Financial Services. When I refer to what Miss W and/or CA Auto said or did,... (5 pages)View decision -
Decision Reference DRN-5623979
23 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5623979 The complaint Mr F complains Barclays Bank UK PLC’s IT outage caused him significant extra expense. What happened There was an IT outage over the weekend of 31 January to 2 February 2025. Mr F says during this time his app wasn’t updating so he didn’t know how much money h... (3 pages)View decision -
Decision Reference DRN-5362204
23 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5362204 The complaint Mr G complains that NewDay Ltd, trading as Marbles, irresponsibly provided him with credit. Mr G is supported in bringing this matter by a representative. But, for ease, I’ll refer to all actions and submissions as being those of Mr G himself. What happened N... (3 pages)View decision
