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 121479 results
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Decision Reference DRN-5134251
20 Feb 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5134251 The complaint Miss W is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited was of an unsatisfactory quality. What happened In February 2023, Miss W was supplied with a used car through a hire purchase agreement with Start... (4 pages)View decision -
Decision Reference DRN-5286150
20 Feb 2025 Refundee Limited UpheldClaims ManagementDRN-5286150 The complaint Mr G complains as a director of F, a limited company, about the service he received from Refundee Limited while representing him in complaints to do with a scam. What happened In mid-2023, Mr G engaged the services of Refundee after becoming a victim of an Auth... (3 pages)View decision -
Decision Reference DRN-4985564
20 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4985564 Complaint Ms H is unhappy that Revolut Ltd didn’t refund her losses after she fell victim to a scam. Background In December 2022, Ms H began researching different investment opportunities. She says she filled out several enquiry forms with various companies. Subsequently, sh... (8 pages)View decision -
Decision Reference DRN-5303177
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5303177 The complaint Mrs A complains that Monzo Bank Ltd did not refund a series of payments she lost to a scam. What happened Mrs A was contacted via a messaging app about a job opportunity that was fully remote and flexible. Mrs A would take part in online marketing with the end ... (3 pages)View decision -
Decision Reference DRN-5151236
20 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5151236 Complaint Mr F is unhappy that HSBC UK Bank Plc didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr F says that he fell victim to an investment scam in early 2021. He invested his money under a scheme where investors were to provide the funds fo... (4 pages)View decision -
Decision Reference DRN-5345906
20 Feb 2025 Birchwood Investment Management Limited UpheldInvestmentsDRN-5345906 The complaint Miss M and Mr M complain about the service provided by Birchwood Investment Management Limited (referred to as “Birchwood”). In summary, Miss M says Birchwood used an online portal – namely the online Money info system (referred to as “the portal”) – which pro... (8 pages)View decision -
Decision Reference DRN-5213833
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5213833 The complaint Mrs F complains that Santander UK Plc hasn’t refunded unauthorised payments made using her debit card. What happened Unfortunately, Miss F was burgled in early 2024 and her bank cards and mobile phone were among the items stolen. She woke up in the early hours ... (3 pages)View decision -
Decision Reference DRN-5102948
20 Feb 2025 Vitality Health Limited UpheldInsuranceDRN-5102948 The complaint Ms P complains about the way Vitality Health Limited handled a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the mai... (5 pages)View decision -
Decision Reference DRN-5147950
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5147950 The complaint Mr H complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” in 2017, Mr H invested a further £14,000 in 2020. H... (7 pages)View decision -
Decision Reference DRN-5213705
20 Feb 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5213705 The complaint Mrs A is unhappy that a car supplied to her under a hire purchase agreement with Marsh Finance & Commercial Limited (“Marsh”) was of an unsatisfactory quality. When I refer to what Mrs A has said and what Marsh has said, it should also be taken to include ... (5 pages)View decision
