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 380824 results
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Decision Reference DRN-5824497
24 Sep 2025 Grange Financial Planning Ltd UpheldInvestmentsDRN-5824497 The complaint Mrs P complains about the advice given by Grange Financial Planning Ltd (“GFP”) to invest in bare trusts for the benefit of her grandchildren. What happened In March 2023 Mrs P was advised by GFP to invest just under £30,000, split between three collective inve... (5 pages)View decision -
Decision Reference DRN-5838825
24 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5838825 The complaint Mr E is unhappy with how American Express Services Europe Limited (‘Amex’) handled his request, in relation to his credit card, to recover funds paid for a service he had cancelled. What happened I issued my provisional findings to both parties setting out why... (5 pages)View decision -
Decision Reference DRN-5838443
24 Sep 2025 eToro (UK) Ltd UpheldInvestmentsDRN-5838443 The complaint Mr S has complained that eToro (UK) Ltd (‘eToro’) allowed US$1,456 to be taken from his trading account and paid into an unauthorised external bank account. What happened Mr S’ account was logged into on 18 January 2024. His open positions were closed and two ... (9 pages)View decision -
Decision Reference DRN-5717481
24 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5717481 The complaint Mrs S complains that when she made an overseas transfer of money through Wise Payments Limited she was charged excess fees. What happened In March 2025 Mrs S instructed Wise to carry out an international transfer. She had made similar transfers before, so knew ... (2 pages)View decision -
Decision Reference DRN-5765217
24 Sep 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5765217 The complaint Mr M complains that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance was of an unsatisfactory quality. What happened In January 2025, Mr M was supplied with a new car through a condi... (3 pages)View decision -
Decision Reference DRN-5377538
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5377538 The complaint Ms P has complained about Monzo Bank Ltd not refunding several payments she says she made and lost to a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms P fell victim to... (3 pages)View decision -
Decision Reference DRN-5616335
24 Sep 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5616335 The complaint Mr E complains about AXIS Specialty Europe SE’s handling of a claim he made after a window in his house was damaged. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr E has been represent... (3 pages)View decision -
Decision Reference DRN-5837670
24 Sep 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5837670 The complaint Ms E and Mr M complain that Great Lakes Insurance SE voided their commercial property insurance policies and didn’t deal with their claim. Reference to Great Lakes includes its agents. Because Mr M has been doing most of the corresponding with us, for ease of r... (4 pages)View decision -
Decision Reference DRN-5678066
24 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5678066 The complaint Mrs T, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision -
Decision Reference DRN-5447452
24 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5447452 The complaint Miss P complains that J.P. Morgan Europe Limited trading as Chase failed to protect her from being a victim of fraud and hasn’t done enough to put this right. Miss P wants all of her losses refunded along with statutory interest. Miss P is represented by a thir... (3 pages)View decision
