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 128312 results
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Decision Reference DRN-5165752
11 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5165752 Complaint Mr S is unhappy that National Westminster Bank Plc (NatWest) didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2018, Mr S learned about an investment opportunity with a company called Buy2Let Cars/Raedex Consortium Ltd. Under the sch... (5 pages)View decision -
Decision Reference DRN-5255688
11 Feb 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5255688 The complaint Mr P complains about Great Lakes Insurance UK Limited’s (Great Lakes) decision to decline his claim, under his mobile and gadget insurance policy. What happened The details of what happened are well known to both parties. So, I will just summarise them here. ... (3 pages)View decision -
Decision Reference DRN-5272936
11 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5272936 The complaint Mr B has complained that AXA Insurance UK Plc unfairly and unreasonably refused to deal with his claim under his motor policy following an accident. References to AXA include all its agents. What happened Mr B said he was involved in an incident on the evenin... (6 pages)View decision -
Decision Reference DRN-5322894
11 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5322894 The complaint Mr T complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his investment into a self-invested personal pension (‘SIPP’) when, he says, it shouldn’t have accepted business from the business who introduced him to Options;... (43 pages)View decision -
Decision Reference DRN-4910313
11 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4910313 The complaint Miss M complains that Revolut Ltd (‘Revolut’) won’t reimburse the money she lost when she fell victim to a scam. What happened Miss M says that on 18 September 2023 she received a call from someone who said they were from Revolut. She didn’t know at the time, b... (5 pages)View decision -
Decision Reference DRN-5314735
11 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5314735 The complaint Mr D is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr D fell victim to a cryptocurrency investment scam. He says he found an advert on social media p... (10 pages)View decision -
Decision Reference DRN-5199567
11 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5199567 The complaint Mr J complains that Revolut Ltd failed to protect him when he fell victim to a cryptocurrency investment scam. Mr J is represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has b... (11 pages)View decision -
Decision Reference DRN-5323608
11 Feb 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5323608 The complaint Mr W complains about how Haven Insurance Company Limited (‘Haven’) handled a claim on his motor insurance following an accident. Mr W is represented in this matter by his partner, Ms W. I’ll refer to both in my decision. What happened Mr W had commercial vehicl... (5 pages)View decision -
Decision Reference DRN-4850898
11 Feb 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4850898 The complaint Mr T is unhappy that J.P. Morgan Europe Limited trading as Chase restricted and closed his account without notice. What happened The details of the complaint are well known to both parties so I won’t repeat them again here in detail. Instead I’ll focus on sett... (3 pages)View decision -
Decision Reference DRN-5323391
11 Feb 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5323391 The complaint Mr B complains that Capital One (Europe) plc acted unfairly in selling his account to a third- party debt collection agency. What happened My provisional decision of 5 February 2025 set out the background to this complaint: Mr B opened his credit card account w... (4 pages)View decision