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 380824 results
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Decision Reference DRN-5614439
23 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5614439 The complaint Mr M complains that Wise Payments Limited didn’t do enough to prevent him losing money to a job scam. Mr M initially brought his complaint via a representative (although he now brings it himself). But for ease of reading, I’ll just refer to Mr M where I also m... (4 pages)View decision -
Decision Reference DRN-5403060
23 Jul 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5403060 The complaint Mr M complains that Aviva Life & Pensions UK Limited allowed him to invest in a fund a week after the fund managers gave notice that the funds would be wound up within two months. He says that Aviva’s delay in sharing that information caused him to suffer a... (2 pages)View decision -
Decision Reference DRN-5638072
23 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5638072 The complaint Mrs T is being represented by solicitors. She’s complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs T fell victim to a cruel investment scam. After seeing... (3 pages)View decision -
Decision Reference DRN-5710333
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5710333 The complaint Mrs T is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs T fell victim to a cruel investment scam. After seeing an online advert for an investment s... (6 pages)View decision -
Decision Reference DRN-5696073
23 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5696073 The complaint Mr D and Miss E are unhappy with the delay in U K Insurance Limited (“UKI”) settling their claim following a decision to do so was made by the Financial Ombudsman Service (FOS). They think the settlement paid by UKI is unfair. UKI were providing a home insuranc... (3 pages)View decision -
Decision Reference DRN-5580157
23 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5580157 The complaint Mrs P complains about how U K Insurance Limited trading as Direct Line (Direct Line) dealt with a claim under her motor insurance policy following an accident, specifically accepting a 50/50 split of liability when the third party involved in the accident accep... (4 pages)View decision -
Decision Reference DRN-5456074
23 Jul 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5456074 The complaint The estate of Mr H has complained about the customer service it received from Scottish Widows Limited when it made a claim under the late Mr H’s pension plan. What happened Mr H held a personal pension plan with Scottish Widows Limited (Scottish Widows). Sadly... (5 pages)View decision -
Decision Reference DRN-5253335
23 Jul 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5253335 The complaint Mr S complains that Lex Autolease Ltd (‘Lex’) will not honour an offer it made to him previously. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving dispute... (3 pages)View decision -
Decision Reference DRN-5110399
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5110399 The complaint and background Miss M complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to an investment scam. Our investigator didn’t uphold the complaint. Although he found that Revolut ought to have provided a tailored written warni... (2 pages)View decision -
Decision Reference DRN-5709736
23 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5709736 The complaint Mr A complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) supplied him with a used car which was of unsatisfactory quality. What happened Mr A acquired a used car supplied under a hire purchase agreement in May 20... (4 pages)View decision
