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 122183 results
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Decision Reference DRN-5291424
31 Jan 2025 JN Bank UK Ltd UpheldConsumer CreditDRN-5291424 The complaint Miss C says JN Bank UK Ltd irresponsibly lent to her. What happened Miss C took out a loan for £7,800 over 60 months from JN Bank in March 2022. The monthly repayments were £184.32. Miss C says JN Bank should never have approved the loan as it was unaffordable ... (3 pages)View decision -
Decision Reference DRN-5279077
31 Jan 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5279077 The complaint Mr B complains that he couldn't access his National Savings and Investments (NS & I) account for several months so wasn't able to deposit his savings. What happened In April 2024 Mr B set up an account with NS & I to purchase some Premium Bond... (2 pages)View decision -
Decision Reference DRN-5293274
31 Jan 2025 Ikano Bank AB (publ) UpheldConsumer CreditDRN-5293274 The complaint and what happened Mrs W has complained about Ikano Bank AB (publ)’s response to a claim she made under Section 75 (‘s.75) of the Consumer Credit Act 1974 (the ‘CCA’). I’ve included relevant sections of my provisional decision from January 2025, which form part ... (4 pages)View decision -
Decision Reference DRN-5190919
31 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5190919 The complaint Mr K complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened Mr K is being represented in this complaint by his daughter, Mrs S, who he has appointed as attorney to act on his behalf. But,... (6 pages)View decision -
Decision Reference DRN-4997567
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997567 The complaint Mr L says Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr L saw an advert online for a cryptocurrency investment firm. He sent funds between March and April 2023 to an account he created with... (7 pages)View decision -
Decision Reference DRN-5245358
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5245358 The complaint Mrs H complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In January 2023, Mrs H saw an advert online featuring a well-known public figure advertising investing in cryptocurrency. She followed a link in t... (10 pages)View decision -
Decision Reference DRN-5243955
31 Jan 2025 Trading 212 UK Limited UpheldInvestmentsDRN-5243955 The complaint Mr C complains that Trading 212 UK Limited (‘T212’) has unfairly accused him of taking advantage of an incorrect price – a manifest error – and trying to reclaim the £49,848.24 profit he made from those trades. He says he has been financially disadvantaged, and... (8 pages)View decision -
Decision Reference DRN-5298780
31 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5298780 The complaint Mr H complains Ageas Insurance Limited (Ageas) caused damage to his car when it attended to his roadside assistance call out. Ageas are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Ageas ... (3 pages)View decision -
Decision Reference DRN-5290226
31 Jan 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5290226 The complaint Miss P complains that MotoNovo Finance Limited (“MotoNovo”) didn’t check her personal and financial situation before it agreed to lend to her. What happened In May 2020, MotoNovo provided Miss P with a hire purchase agreement through a credit intermediary for ... (4 pages)View decision -
Decision Reference DRN-5260240
31 Jan 2025 West Bay Insurance Plc UpheldInsuranceDRN-5260240 The complaint Mr H complains about West Bay Insurance Plc’s decision to cancel his car insurance policy. What happened Mr H made a claim on his car insurance policy with West Bay in November 2021. West Bay paid Mr H a settlement but following investigations, it cancelled his... (3 pages)View decision
