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-5598985
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5598985 The complaint Ms T complains Revolut Ltd won’t refund payments she lost when she was the victim of a cryptocurrency investment scam. Ms T is professionally represented, however, to keep things simple, I’ll refer to Ms T throughout my provisional decision. What happened The b... (11 pages)View decision -
Decision Reference DRN-5599769
3 Jun 2025 One Insurance Limited Not upheldInsuranceDRN-5599769 The complaint Mr O has complained about his car insurer One Insurance Limited (OIL) because it has said it will not pay his claim for his stolen car, it’s told him the claim is on hold. What happened In December 2023 Mr O found his car had been stolen and made a claim to OI... (2 pages)View decision -
Decision Reference DRN-5599387
3 Jun 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5599387 The complaint Mr O complains that JAJA FINANCE LTD trading as Jaja Credit Card (Jaja) lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: M... (4 pages)View decision -
Decision Reference DRN-5598600
3 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5598600 The complaint Mr D’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (17 pages)View decision -
Decision Reference DRN-5598668
3 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5598668 The complaint Mr and Mrs P have complained about the way Advantage Insurance Company Limited handled a claim under their home insurance policy for damage caused by a water leak. What happened In March 2023 Mr and Mrs P made a claim to Advantage for damage caused by a water ... (3 pages)View decision -
Decision Reference DRN-5473173
3 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5473173 The complaint Mr D has complained that AXA PPP Healthcare Limited declined a claim for his chosen consultant under his private medical insurance policy. What happened Mr D had been referred by his cardiologist to another specialist for his condition. AXA declined to pay for... (2 pages)View decision -
Decision Reference DRN-5583508
3 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5583508 The complaint Miss J complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Miss J fell victim to an investment s... (3 pages)View decision -
Decision Reference DRN-5595009
3 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5595009 The complaint Mr C and Ms M complain that HSBC UK Bank Plc refused to remove a block on their dormant account without requiring the answers to personal questions which didn't relate to confirming their identity. The complaint is made in joint names as it refers to a joi... (2 pages)View decision -
Decision Reference DRN-5599501
3 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5599501 The complaint Ms K has complained about her home insurer, Royal & Sun Alliance Insurance Limited (RSA) regarding a claim she made when there was a water leak at her home. What happened Ms K made a claim on 3 November 2022. RSA operatives first visited Ms K’s home on 7 N... (6 pages)View decision -
Decision Reference DRN-5271810
3 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5271810 The complaint Miss I complains that Revolut Ltd won’t refund her the money she lost in a safe account scam. What happened The circumstances surrounding this complaint are well known to both parties, so I’ll summarise what I consider to be the key points. On 4 May 2024, Miss ... (5 pages)View decision
