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 364766 results
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Decision Reference DRN-5167754
3 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5167754 The complaint Mr W complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complaint ... (5 pages)View decision -
Decision Reference DRN-5293013
3 Mar 2025 Quilter Financial Services Ltd UpheldInvestmentsDRN-5293013 The complaint Mrs C complains about a delay caused by Quilter Financial Services Ltd when she asked to withdraw a lump sum from her stocks and shares ISA. What happened On 17 May 2024, Mrs C got in touch with her Quilter financial adviser as she was looking to withdraw £153,... (3 pages)View decision -
Decision Reference DRN-4771243
3 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4771243 The complaint Mr H complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost when he fell victim to an investment scam. Mr H is being represented by a claims management company in this complaint. What happened The details of what happened ... (3 pages)View decision -
Decision Reference DRN-5368413
3 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5368413 The complaint Mr D complains that Wise Payments Limited (Wise) won’t refund him after he was the victim of a fake job scam. Mr D is represented by a third party, but for ease of reading I’ll refer to Mr D only. What happened Mr D says he received a message on his mobile pho... (5 pages)View decision -
Decision Reference DRN-5315691
3 Mar 2025 Wakam Not upheldInsuranceDRN-5315691 The complaint Miss M’s complaint is about a claim she made on her Wakam pet insurance policy. Miss M says Wakam treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving ... (2 pages)View decision -
Decision Reference DRN-5297417
3 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5297417 The complaint Mr O complains that Tesco Personal Finance Limited, trading as Tesco Bank unfairly closed his credit card account. What happened Around August last year, Mr O contacted Tesco Bank for support with his credit card PIN. At this point he was advised by Tesco Bank ... (2 pages)View decision -
Decision Reference DRN-5257538
3 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5257538 The complaint Miss D is unhappy with Barclays Bank UK PLC. Miss D used the switching process to move her bank account to Barclays from another bank. When the switch completed Miss D found that the new account didn’t include her old overdraft from her previous account. Barcla... (3 pages)View decision -
Decision Reference DRN-5368270
3 Mar 2025 Redswan Limited Not upheldPensions and AnnuitiesDRN-5368270 The complaint Mr W is unhappy that Redswan Limited (‘Redswan’) failed to exercise sufficient due diligence before accepting his investment into Emmit Plc (‘Emmit’ – later known as International Water Services plc) within his self-invested personal pension (‘SIPP’), causing h... (8 pages)View decision -
Decision Reference DRN-5187872
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5187872 The complaint Mr A is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel cryptocurrency recovery scam. This followed closely after he lost money to an investment scam when he was co... (5 pages)View decision -
Decision Reference DRN-3247089
3 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-3247089 The complaint Mr H has complained about a transfer of his Aviva Life & Pensions UK Limited personal pension to a small self-administered scheme (“SSAS”) in June 2015. Mr H’s SSAS was subsequently used to invest in The Resort Group (TRG) plc and Dolphin Capital loan notes... (12 pages)View decision
