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 364862 results
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Decision Reference DRN-5308111
6 Feb 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5308111 The complaint W has complained that Watford Insurance Company Europe Limited has declined a claim following an accident involving a car under a commercial vehicle insurance policy taken out to cover vehicles belonging to it. W is represented by Mr H, who is a director and M... (4 pages)View decision -
Decision Reference DRN-5153526
6 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5153526 The complaint Ms A complains that Santander UK Plc won’t refund the money she lost when she was the victim of a scam. What happened In 2019, Ms A found out about an opportunity to invest in a company which leased cars. She was told her investment would be used to fund a veh... (6 pages)View decision -
Decision Reference DRN-5301960
5 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5301960 The complaint Ms R’s complaint is about Revolut Ltd’s refusal to reimburse her money she says she lost due to a scam. Ms R is represented by Refundee in this matter. However, I will refer to Ms R solely in this decision for ease of reading. What happened The circumstances o... (3 pages)View decision -
Decision Reference DRN-5311362
5 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5311362 The complaint Mrs D complains that Wise Payments Limited trading as Wise (“Wise”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs D has e... (3 pages)View decision -
Decision Reference DRN-5232953
5 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5232953 The complaint Mr H complains that Shawbrook Bank Limited (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) deciding against paying a ... (25 pages)View decision -
Decision Reference DRN-4795947
5 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4795947 The complaint Mrs M complains that the car she acquired through MotoNovo Finance Limited, t/a MotoNovo Finance (“MotoNovo”) wasn’t of satisfactory quality. Mrs M also complains that MotoNovo didn’t make her aware of the ballon payment payable at the end of credit agreement. ... (3 pages)View decision -
Decision Reference DRN-5283676
5 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5283676 The complaint Mrs A and Mr N’s complaint is, in essence, that Shawbrook Bank Limited (“the Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credit Act 1974 (as amended) (“the CCA”) and (... (14 pages)View decision -
Decision Reference DRN-5151224
5 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5151224 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct won’t refund money he lost when he fell victim to a scam. Mr B is being represented by a claims management company in this complaint. What happened In January 2021, Mr B invested in a company – Buy2... (8 pages)View decision -
Decision Reference DRN-5069715
5 Feb 2025 abrdn Financial Planning And Advice Limited Not upheldPensions and AnnuitiesDRN-5069715 The complaint Mr W experienced a life changing event in 2019. He decided to retire and draw from his pension (a Standard Life (‘SL’) Self-Invested Personal Pension (‘SIPP’), beginning from April 2020. He says abrdn Financial Planning and Advice Limited (‘abrdn’) failed to ad... (8 pages)View decision -
Decision Reference DRN-4910251
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4910251 The complaint Mrs K is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs K fell victim to a job scam after she was approached on WhatsApp. She was told the job involved completing app optimisation tasks ... (9 pages)View decision
