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 381082 results
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Decision Reference DRN-5104971
6 Aug 2025 Stratos Markets Limited Not upheldInvestmentsDRN-5104971 The complaint Mr D has complained that Stratos Markets Limited, trading as FXCM (‘FXCM’), incorrectly closed his spread betting position. He says he has suffered a loss of £42,550 which he would like returned to him. What happened Mr D had a short position in 50 SPX500 whic... (3 pages)View decision -
Decision Reference DRN-5362205
6 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5362205 The complaint Mr P is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a cruel impersonation scam after he was contacted by scammers claiming to be from HMRC and that he owed money. In an... (3 pages)View decision -
Decision Reference DRN-5715298
6 Aug 2025 Willson Grange Limited UpheldInvestmentsDRN-5715298 The complaint Mr T has complained about the investment advice he received from Willson Grange Limited (‘WG’). His complaint details the administration, lack of monitoring of his investment and management of the account, failure to take client instruction, misleading report o... (19 pages)View decision -
Decision Reference DRN-5736995
6 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5736995 The complaint Mr and Mrs H complain because Aviva Insurance Limited (‘Aviva’) hasn’t paid a claim under their travel insurance policy. All references to Aviva include the agents appointed to handle claims and complaints on its behalf, including the assistance company which M... (4 pages)View decision -
Decision Reference DRN-5590476
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5590476 The complaint Miss T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to her. She wants all interest and charges she paid on her loan refunded along with statutory interest and any adverse information about the loan r... (3 pages)View decision -
Decision Reference DRN-5502879
6 Aug 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5502879 The complaint Mr C complains about the decline of his pet insurance claim by Red Sands Insurance Company (Europe) Limited (‘Red Sands’). What happened The background to this complaint is well known to Mr C and Red Sands. Rather than repeat in detail what’s already known to b... (3 pages)View decision -
Decision Reference DRN-5497254
6 Aug 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5497254 The complaint A company that I will refer to as M, complains that Prepay Technologies Ltd closed its account and didn’t assist M with switching to another account. Mr A, a director of M, brings the complaint on behalf of M. Prepay Technologies Ltd provided M’s account on b... (3 pages)View decision -
Decision Reference DRN-5690612
6 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5690612 The complaint Ms S says Santander Consumer (UK) Plc (‘Santander’), irresponsibly lent to her. Ms S says that Santander didn’t take reasonable steps to ensure she could afford the repayments towards a conditional sale agreement to purchase a car. She says that if Santander h... (4 pages)View decision -
Decision Reference DRN-5374973
5 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5374973 The complaint Mr T complains that the caravan he acquired through Black Horse Limited (“BHL”), wasn’t of satisfactory quality. He wants to reject the caravan and end the finance agreement. What happened Mr T entered into a hire purchase agreement in May 2022 to acquire a new... (3 pages)View decision -
Decision Reference DRN-5690058
5 Aug 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5690058 The complaint Mrs E complains that Northern Bank Limited trading as Danske Bank gave her misleading information about the application of non-sterling transaction fees to her account. What happened Mrs E holds a Mastercard Platinum Credit card with Danske Bank. Mrs E is unhap... (2 pages)View decision
