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-5609879
9 Jun 2025 Avantia Insurance Limited UpheldInsuranceDRN-5609879 The complaint Ms S is unhappy as she thinks Avantia Insurance Limited (“Avantia”) took receipt of her premium without arranging her home insurance cover. Avantia were acting as broker in the arrangement. What happened Following receipt of an invitation to renew her policy, M... (3 pages)View decision -
Decision Reference DRN-5332273
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5332273 The complaint Mr J complains that Revolut Ltd did not refund the money he lost to a scam. What happened Mr J was browsing on social media and came across an investment opportunity with a company I’ll refer to as ‘X’. He clicked onto the website which appeared to be professio... (4 pages)View decision -
Decision Reference DRN-5609806
9 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5609806 The complaint With the help of a professional representative (PR) Mr N complains that HSBC UK Bank Plc lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr N. What happened Mr N has had a current account with HSBC since May 199... (5 pages)View decision -
Decision Reference DRN-5571584
9 Jun 2025 Society of Lloyd's Not upheldInsuranceDRN-5571584 The complaint Mr H complains Society of Lloyd’s (SoL) haven’t covered all of the damage to his boat after he made a claim under his marine insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In... (3 pages)View decision -
Decision Reference DRN-5570579
9 Jun 2025 Lemonade Insurance N.V. Not upheldInsuranceDRN-5570579 The complaint Mrs M is unhappy Lemonade Insurance N.V (Lemonade) declined the claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In November 2024 Miss M returned ... (2 pages)View decision -
Decision Reference DRN-5609353
9 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5609353 The complaint Mr J complains that PayPal UK Ltd (‘PayPal’) didn’t report his account information accurately to the Credit Reference Agencies (‘CRAs’) following his bankruptcy. Mr J would like his credit file amending. What happened Mr J was adjudged bankrupt on 6 June 2023... (4 pages)View decision -
Decision Reference DRN-5399888
9 Jun 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5399888 The complaint Mr and Mrs K complain that Pepper (UK) Limited trading as Engage Credit: 1. Applied an interest rate that was too high. 2. Applied charges and additional interest that were unfair. 3. Declined their request for a new mortgage product 4. Concealed commission it ... (3 pages)View decision -
Decision Reference DRN-5333438
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5333438 The complaint Mr F complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr F told us he read an article supposedly by a well-known financial expert regarding cryptocurrency investments and clicked a link within the a... (3 pages)View decision -
Decision Reference DRN-4997501
9 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997501 The complaint Mr L is unhappy Revolut Ltd didn’t refund payments he made as part of a scam. Mr L brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr L throughout this decision. What happened In September 2023 Mr L came... (11 pages)View decision -
Decision Reference DRN-5604250
9 Jun 2025 Aldermore Bank Plc Not upheldMortgagesDRN-5604250 The complaint Ms B complains about what happened when she sought advice from Aldermore Bank Plc on putting a new interest rate deal on her Buy To Let mortgage, and paying off a sizeable proportion of the debt. She said Aldermore’s poor advice ended up costing her money. What... (5 pages)View decision
