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-5045759
30 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5045759 The complaint Mr G complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr G met a woman on social media on 7 June 2023, and they began talking. They built up a relationship and spoke about meeting each other. They talked regularly about th... (4 pages)View decision -
Decision Reference DRN-5718012
30 Jul 2025 Waystone Financial Investments Limited UpheldInvestmentsDRN-5718012 The complaint Miss M complains of unauthorised access to her Waystone Financial Investments Limited (“Waystone”) ISA. She says fraudsters accessed the ISA using details obtained from a security breach at her financial adviser, changed the bank details linked to the ISA and w... (5 pages)View decision -
Decision Reference DRN-5721987
30 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5721987 The complaint Mr U complains that NatWest won’t remove a hard search from his credit file following a declined credit card application. What happened Mr U applied for a credit card with NatWest in March 2025. He consented to a hard search of his credit file, and he provided ... (2 pages)View decision -
Decision Reference DRN-5691764
30 Jul 2025 Central Trust Limited UpheldMortgagesDRN-5691764 The complaint Mr and Mrs J complain that they have had to repay much more than they expected to settle their second charge secured loans with Central Trust Limited. They consider that they have been overcharged and treated unfairly. What happened Mr and Mrs J took out a sec... (4 pages)View decision -
Decision Reference DRN-5661340
30 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5661340 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim on his motor insurance policy. What happened On 15 June 2024 Mr M hit a third-party vehicle whilst driving his car. He organised for his car to be collected by a breakdown... (3 pages)View decision -
Decision Reference DRN-5375063
30 Jul 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5375063 The complaint Mr M complains that Hargreaves Lansdown Asset Management Limited (HLAM) unreasonably delayed paying income from his SIPP. This was the second occasion where he’d experienced delays and poor communication when trying to withdraw funds. What happened Our investi... (3 pages)View decision -
Decision Reference DRN-5023432
30 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5023432 The complaint Mr C complains that Revolut Ltd unfairly closed his account. Mr C adds that Revolut’s actions are not in line with regulations. Mr C says this situation has caused him stress, inconvenience and used up his time. To put things right he wants his account re-open... (7 pages)View decision -
Decision Reference DRN-5337114
30 Jul 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5337114 The complaint Mr M complains that Hargreaves Lansdown Asset Management Limited (HLAM) took too long to process his drawdown request from his Self-Invested Personal Pension. What happened Our investigator set out the background to this complaint, I’ve included an amended copy... (3 pages)View decision -
Decision Reference DRN-5625770
30 Jul 2025 One Insurance Limited Not upheldInsuranceDRN-5625770 The complaint Mrs W complains One Insurance Limited (One Insurance) made excessive contact with her after a third-party made a claim on her motor insurance company. One Insurance are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actio... (2 pages)View decision -
Decision Reference DRN-5724054
30 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5724054 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bein... (5 pages)View decision
