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 370904 results
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Decision Reference DRN-5434691
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5434691 The complaint Mr K is unhappy that Revolut Ltd won’t reimburse payments that he says he didn’t authorise. What happened Mr K was in a relationship with someone (“D”). I understand that during that relationship, as a result of duress and coercive control, D had access to Mr ... (3 pages)View decision -
Decision Reference DRN-5434648
28 Mar 2025 Close Brothers Limited UpheldConsumer CreditDRN-5434648 The complaint Mr K is unhappy with the way Close Brothers Limited trading as Close Brothers Premium Finance (‘CB’) treated him when he got into arrears on a rolling credit account, financing car insurance premiums. What happened In February 2023 Mr K took a rolling credit a... (5 pages)View decision -
Decision Reference DRN-5350701
28 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5350701 The complaint Mrs C and Mr N complain that Santander UK Plc didn’t do enough to protect them from being victims of crime and failed in its duty of care to them. What happened Mrs C and Mr N had arranged to go a branch on 22 January 2025 to withdraw £13,000 in cash. They expl... (2 pages)View decision -
Decision Reference DRN-5337687
28 Mar 2025 Howden UK Brokers Limited Not upheldInsuranceDRN-5337687 The complaint Mr D complains about the service he received from Howden UK Brokers Limited (Howden) after he tried to make a claim on his home insurance policy. What happened Mr D took out a home insurance policy with Howden, an independent intermediary. The policy has been ... (4 pages)View decision -
Decision Reference DRN-5434720
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5434720 The complaint Mr H was/is a customer of Revolut Ltd (“Revolut”). Mr H’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr H was represented by Refundee in this matter. What happened On 8 March 2025, I issued a provisional decision... (6 pages)View decision -
Decision Reference DRN-5393685
28 Mar 2025 Salary Finance Limited Not upheldConsumer CreditDRN-5393685 The complaint Mr H says Salary Finance Limited irresponsibly lent to him. What happened Mr H took out a loan from Salary Finance on 26 May 2024 for £10,000 over 24 months. The monthly repayment was £541 and the total repayable was £13,028.52. Mr H says the lender’s checks w... (3 pages)View decision -
Decision Reference DRN-4790918
28 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-4790918 The complaint Miss R complains that Starling Bank Limited hasn’t refunded her after she was the victim of a safe account scam in 2023. What happened Miss R holds a current account with Starling. In 2023, she recalls receiving a message in the Starling mobile app saying that... (7 pages)View decision -
Decision Reference DRN-5434621
28 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5434621 The complaint Dr B and Ms A complain about Liverpool Victoria Insurance Company Limited’s repairs under a home insurance policy. Liverpool Victoria Insurance Company Limited (LV) has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the... (2 pages)View decision -
Decision Reference DRN-4848660
28 Mar 2025 Legal and General Assurance Society Not upheldPensions and AnnuitiesThe complaint Mr S complains about the service he received from Legal and General Assurance Society Limited (“Legal and General”) in respect of the annuity he holds with them. He says their poor service led to him not being paid his annuity payments. What happened Mr S got in touch with Le... (3 pages)View decision -
Decision Reference DRN-5361370
28 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5361370 The complaint Mr W’s complaint is about a claim he made on his Royal & Sun Alliance Insurance Limited (‘RSA’) pet insurance policy, which RSA declined. Mr W says RSA treated him unfairly. What happened Mr W made a claim on his RSA pet insurance policy for dental treatmen... (3 pages)View decision
