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 366873 results
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Decision Reference DRN-5386665
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5386665 The complaint Mrs B complains that Revolut Ltd won’t refund several payments she says she made and lost to a 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, Mrs B watched a video on social m... (9 pages)View decision -
Decision Reference DRN-5353716
14 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5353716 The complaint Mr K complains that Capital One (Europe) plc defaulted his credit cards and sold the debts to a debt collection agency. Mr K believes the debts should be written off because they have been outstanding for ore than 6 years. What happened Mr K held two credit car... (2 pages)View decision -
Decision Reference DRN-5382328
14 Mar 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5382328 The complaint Mr W has complained that Zopa Bank Limited (“Zopa”) irresponsibly provided a loan to him which he couldn’t afford to repay. What happened Zopa advanced Mr W a loan of £8,000 in November 2023. The loan had an APR of 13.9% and Mr W had to pay £2,311.37 worth of ... (5 pages)View decision -
Decision Reference DRN-5331121
14 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5331121 The complaint Mr R has complained about a credit card he took out in August 2013 with Vanquis Bank Limited. He’s said the credit card was unaffordable and shouldn’t have been approved. What happened Mr R took out this Vanquis credit card account in August 2013 with a credit ... (3 pages)View decision -
Decision Reference DRN-5378978
14 Mar 2025 Willson Grange Limited UpheldInvestmentsDRN-5378978 The complaint Mrs T has complained several complaint points about the advice and service she received from Willson Grange Limited (‘WG’). Mrs T says her accounts weren’t monitored and WG sold shares without her permission to pay fees. She would like the management fees repai... (9 pages)View decision -
Decision Reference DRN-5240226
14 Mar 2025 ReAssure Life Limited Not upheldInsuranceDRN-5240226 The complaint Mrs P1 complains, on behalf of the trustees of the P trust, about a reviewable whole of life (RWOL) policy they hold with ReAssure Life Limited. They’re concerned about the sustainability of the policy review due to increases in the cost of providing the life c... (15 pages)View decision -
Decision Reference DRN-5333421
14 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5333421 The complaint Mr H and Mrs H complain about how Admiral Insurance (Gibraltar) Limited (Admiral).dealt with a claim under their motor insurance policy following a collision with a lorry, deeming it to be a fault claim. References to Admiral in this decision include their age... (4 pages)View decision -
Decision Reference DRN-4817204
14 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4817204 The complaint Mr L complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5339594
14 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5339594 The complaint Mr B complains that Ageas Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2012. Mr B acquired the car in 2022. For the year from ... (3 pages)View decision -
Decision Reference DRN-3264863
14 Mar 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3264863 The complaint Mr B has complained about the actions of Scottish Widows Limited (“SWL”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2015. The QROPS subsequently invested in an asset that now has a nil value meaning ... (12 pages)View decision
