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 121877 results
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Decision Reference DRN-5161713
16 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5161713 The complaint Mr J complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to... (4 pages)View decision -
Decision Reference DRN-5212240
16 Feb 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5212240 The complaint Mr B complains about the way Haven Insurance Company Limited (“Haven”) has dealt with a claim he made under his motor insurance policy, following a collision involving his vehicle. What happened In August 2022, Mr B’s vehicle was involved in a road traffic acci... (4 pages)View decision -
Decision Reference DRN-5334094
15 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5334094 The complaint Miss A has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to a scam. What happened I issued my provisional decision (“PD”) in January 2025 explaining why I was minded to uphold Miss A’s complaint. I gave both parties the oppo... (11 pages)View decision -
Decision Reference DRN-5270573
15 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5270573 The complaint Mr L has complained that Revolut Ltd (“Revolut”) failed to protect him from a cryptocurrency- related investment scam. What happened I issued my provisional decision (PD) on this case in December 2024 explaining that I was intending to uphold Mr L’s complaint.... (11 pages)View decision -
Decision Reference DRN-5334017
15 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5334017 The complaint Miss B has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a job scam, and hasn’t refunded the money she lost in the scam. What happened I issued a provisional decision (“PD”) in January 2025 explaining why I was min... (6 pages)View decision -
Decision Reference DRN-4897406
14 Feb 2025 IG Trading and Investments Limited UpheldInvestmentsDRN-4897406 The complaint Mr Q complains about incorrect advice he was given in relation to the shares he held with IG Trading and Investments Limited (IG) causing him financial loss. What happened Mr Q purchased shares with IG and contacted them on 16 November 2023 seeking guidance on... (3 pages)View decision -
Decision Reference DRN-5168744
14 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5168744 The complaint Mrs W complains about Healthcare Finance Limited’s (HFL) response to her claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment she bought using a fixed sum loan from it. What happened In September 2023 Mrs W bough... (4 pages)View decision -
Decision Reference DRN-5333516
14 Feb 2025 British Gas Insurance Limited UpheldInsuranceDRN-5333516 The complaint Mrs T complains about the service she received from British Gas Insurance Limited under her home emergency insurance policy. She’s also unhappy that it won’t reimburse her after she paid for a third-party engineer to resolve an issue with her central heating. ... (5 pages)View decision -
Decision Reference DRN-5034389
14 Feb 2025 Bede Wealth Management Limited UpheldInvestmentsDRN-5034389 The complaint Mr P complains that Bede Wealth Management Limited sold him an unregulated investment when it shouldn’t have done. What happened Mr P entered into an agreement with MS Wealth Capital Limited (MSWC) through which it agreed to pay him a monthly amount, paying £20... (13 pages)View decision -
Decision Reference DRN-5266599
14 Feb 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5266599 The complaint Mr P has complained about his home insurer, Lloyds Bank General Insurance Limited because he thinks that, when he made a claim for a flood of sewage water, it didn’t handle the claim well and left him living in the property. What happened Mr P’s home was affe... (2 pages)View decision
