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-5050857
13 Aug 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5050857 The complaint Miss B complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) won’t refund her the money she lost after she fell victim to a scam. What happened The background to this complaint is well known to both parties and has been laid out in deta... (3 pages)View decision -
Decision Reference DRN-5748665
13 Aug 2025 KIS Financial Solutions UpheldInsuranceDRN-5748665 The complaint Mr A has complained that KIS Financial Solutions trading as Protectyourthings (‘KIS’) failed to set up a landlord home emergency policy for which he’d paid. What happened Mr A purchased a landlord home emergency policy from KIS (acting as an insurance broker),... (3 pages)View decision -
Decision Reference DRN-5663520
13 Aug 2025 Wirex Limited UpheldBanking and PaymentsDRN-5663520 The complaint Mr I is unhappy Wirex Limited won’t refund payments he sent as part of a scam. Mr I brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr I throughout this decision. What happened In 2023 Mr I saw an advert... (5 pages)View decision -
Decision Reference DRN-5197127
13 Aug 2025 Tavistock Asset Management Limited Not upheldInvestmentsDRN-5197127 The complaint Mr N complains that Tavistock Asset Management Limited (TAM) didn’t properly manage the Abacus Medium 6 – DFM (DFM6) portfolio causing him a financial loss. What happened Mr N transferred to a new financial advice firm in 2016. In 2018 he was advised by that f... (4 pages)View decision -
Decision Reference DRN-5743142
13 Aug 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5743142 The complaint Mr F complains that Madison CF UK Limited trading as 118 118 Money (118 118 Money) didn’t sufficiently check whether he could afford to sustain the repayments when they agreed to lend to him. In bringing his complaint Mr F is represented by a third party. For e... (3 pages)View decision -
Decision Reference DRN-5751997
13 Aug 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5751997 The complaint Mr M and Mrs P complains that Hargreaves Lansdown Asset Management Limited (“HL”) unfairly prevented them from investing in US shares on its platform. What happened In November 2023, HL contacted Mr M and Mrs P to request they renew their W-8BEN forms, which es... (3 pages)View decision -
Decision Reference DRN-5214076
13 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5214076 The complaint Mr M complains about the quality of a used car he acquired through a hire purchase agreement (HPA) financed by Volkswagen Financial Services (UK) Limited (VWFS). What happened In October 2023, Mr M acquired a used car through a HPA, financed by VWFS. The car wa... (4 pages)View decision -
Decision Reference DRN-5746903
13 Aug 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5746903 The complaint Mr D has complained about the failure of The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) to manage his pension funds after he transferred out of his defined- benefit (‘DB’) occupational pension scheme to a self-invested personal pensio... (11 pages)View decision -
Decision Reference DRN-4991736
13 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4991736 The complaint Mr M complains about the quality of a used car he acquired through a hire purchase agreement (HPA) financed by Volkswagen Financial Services (UK) Limited (VWFS). What happened In October 2023, Mr M acquired a used car through a HPA, financed by VWFS. The car wa... (4 pages)View decision -
Decision Reference DRN-5227920
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5227920 The complaint Mr A complains that Revolut Ltd won’t refund money he lost to a scam. Mr A is professionally represented, however, to keep things simple, I’ll refer to Mr A throughout my decision. What happened The background to this complaint is well known to both parties, so... (3 pages)View decision
