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-5715101
25 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5715101 The complaint Mr A complains Revolut Ltd won’t refund payments he lost when he was the victim of a cryptocurrency (‘crypto’) investment scam. Mr A is professionally represented, however, to keep things simple, I’ll refer to Mr A throughout my decision. What happened In Mar... (8 pages)View decision -
Decision Reference DRN-5629722
25 Jul 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5629722 The complaint Mr L and Miss M have complained that Inter Partner Assistance SA declined a cancellation claim made under their travel insurance policy. All references to IPA include its appointed agents. What happened The background to this complaint is well known to the part... (3 pages)View decision -
Decision Reference DRN-5640384
25 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5640384 The complaint Mr B complains that J.P. Morgan Europe Limited trading as Chase has unfairly discriminated against him and required him to provide intrusive identification photographs. What happened Mr B says he was locked out of his Chase account and required to provide ident... (2 pages)View decision -
Decision Reference DRN-5623498
25 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5623498 The complaint Mr and Mrs M complain that Barclays Bank UK PLC (Barclays) is refusing to refund the amount they say Mr M lost as the result of a scam. Mr and Mrs M are being represented by a third party. To keep things simple, I will refer to Mr and Mrs M throughout my decisi... (3 pages)View decision -
Decision Reference DRN-5520657
25 Jul 2025 Alpha Real Property Investment Advisers LLP Not upheldInvestmentsDRN-5520657 The complaint Mrs H complains that she has been unable to access her investment fund with Alpha Real Property Investment Advisers LLP (trading as Time Investments) and that they’ve unfairly applied an ongoing charge despite the fund being suspended. Mrs H is represented in ... (2 pages)View decision -
Decision Reference DRN-5606304
25 Jul 2025 Ecclesiastical Insurance Office Plc Not upheldInsuranceDRN-5606304 The complaint Mr and Mrs W complain about a settlement offer by Ecclesiastical Insurance Office Plc (EIO) following a claim on their buildings insurance policy. What happened The history of this complaint is well known to both parties, so I won’t go into it in detail here. I... (3 pages)View decision -
Decision Reference DRN-5589998
25 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5589998 The complaint Miss E complains that Monzo Bank Ltd has unfairly declined to refund a transaction made from her account after she was the victim of a scam. What happened On 6 August 2024, Miss E sold an item via an online marketplace. She says she then received an email from ... (3 pages)View decision -
Decision Reference DRN-5555270
25 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5555270 The complaint Mr L is unhappy with NewDay Ltd trading as John Lewis Partnership Card (NewDay)’s handling of his refund claim. What happened Mr L purchased a pergola via a ‘Buy Now Pay Later’ (BNPL) lender I shall call ‘D’ in February 2024 using his NewDay credit card. This p... (4 pages)View decision -
Decision Reference DRN-5709786
25 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5709786 The complaint Mr A complains that a car acquired under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar wit... (4 pages)View decision -
Decision Reference DRN-5501590
25 Jul 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5501590 The complaint Ms R complains about what ARAG Legal Expenses Insurance Company Limited did after she made a claim on her legal expenses insurance policy. What happened In December 2023 Ms R sought assistance from her policy with an employment dispute. She said she’d been unde... (3 pages)View decision
