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 381196 results
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Decision Reference DRN-5111551
7 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5111551 THE COMPLAINT Mr B complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by Refundee in this matter. However, where appropriate, I will refer to Mr W solely in this decision for ease of reading. WH... (4 pages)View decision -
Decision Reference DRN-5385666
7 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5385666 The complaint Miss L complains NewDay Ltd (NewDay) irresponsibly lent to her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Miss L opened a credit card with NewDay in July 2021 with an initial limi... (4 pages)View decision -
Decision Reference DRN-5636649
7 Sep 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5636649 The complaint Mr and Mrs C have complained that HCC International Insurance Company Plc (“HCC”) unfairly declined their claim for loss of rent after an escape of water at their holiday let. What happened In July 2024, following an escape of water at a property Mr and Mrs C u... (3 pages)View decision -
Decision Reference DRN-5802291
7 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5802291 The complaint Mr M and Mrs V complained about Liverpool Victoria Insurance Company Limited’s (“LV”) handling of their claim for damage due to water ingress, under their home buildings insurance policy. I’ll refer to Mrs V in my decision for ease. What happened Mrs V noticed... (6 pages)View decision -
Decision Reference DRN-5609570
7 Sep 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5609570 The complaint Mr K is unhappy as he feels Interactive Investor Services Limited (‘IISL’) executed his trades late, causing him a financial loss. What happened Mr K holds a investment portfolio on the IISL platform. On 10 th March 2025, he submitted two sell orders – one for ... (2 pages)View decision -
Decision Reference DRN-5589185
7 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5589185 THE COMPLAINT Miss U complains Barclays Bank UK PLC (“Barclays”) will not reimburse her money she says she lost when she fell victim to a scam. Miss U is represented by Refundee in this matter. However, where appropriate, I will refer to Miss U solely in this decision for ... (4 pages)View decision -
Decision Reference DRN-5659354
6 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5659354 The complaint Mr H, through a representative, says Loans 2 Go Limited irresponsibly lent to him. What happened Mr H took out a loan for £300 over 18 months from Loans 2 Go on 6 March 2024. The weekly repayments were £61.67. He says Loans 2 Go did not do enough checks at the... (3 pages)View decision -
Decision Reference DRN-5616476
6 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5616476 The complaint Ms H, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to her. What happened This complaint is about a 36-month instalment loan for £5,000 that 118 118 Money provided to Ms H on 15 January 2023. The monthly repa... (3 pages)View decision -
Decision Reference DRN-5606778
5 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5606778 The complaint Mrs B complains about the date of a default that Santander UK plc has reported to the credit reference agencies about her credit card account. What happened I issued a provisional decision on this complaint last month in which I described what had happened as f... (3 pages)View decision -
Decision Reference DRN-5786912
5 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5786912 The complaint Mr J complains about the way that The Prudential Assurance Company Limited (Prudential) treated him in connection with the payment of pension policies. What happened The events leading to this complaint are well known to both parties involved. So, I only intend... (7 pages)View decision
