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 124111 results
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Decision Reference DRN-5666586
2 Sep 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5666586 The complaint Mrs M complains about Metro Bank PLC. She says that Metro failed to protect her when she fell victim to a cryptocurrency investment scam and would like it to refund her the money she has lost as a result. What happened Mrs M came across an advertisement on so... (3 pages)View decision -
Decision Reference DRN-5792579
2 Sep 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5792579 The complaint Mr A is represented. He says HARBOUR ROCK CAPITAL LIMITED trading as Portafina gave him unsuitable advice in 2018 to transfer his Defined Benefits Pension (‘DBP’) to a drawdown arrangement in a Personal Pension (‘PP’). What happened I issued a Provisional Deci... (11 pages)View decision -
Decision Reference DRN-5504100
2 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5504100 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with Zopa Bank Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr M under a hire purchase agreement with Zopa that he electronically signed in Ju... (3 pages)View decision -
Decision Reference DRN-5701025
2 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5701025 The complaint Ms H complains that Revolut Ltd (‘Revolut’) declined to refund her approximately £2,300 which she lost as a result of a scam. What happened The details of this complaint are well-known to both parties, so I will not go into every detail of what happened here ag... (4 pages)View decision -
Decision Reference DRN-5713763
2 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5713763 The complaint Mr G complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as BMW Financial Services, wasn’t of satisfactory quality. What happened A new car was supplied to Mr G under a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5665966
2 Sep 2025 Propensio Finance Limited UpheldConsumer CreditDRN-5665966 The complaint Miss C complains about the outcome of a claim she made under s.75 of the Consumer Credit Act 1974 (CCA) to Propensio Finance Limited (Propensio). What happened In July 2021, Miss C purchased spray foam insulation from a company I’ll call ‘W’. Miss C paid a £100... (4 pages)View decision -
Decision Reference DRN-5791968
2 Sep 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5791968 The complaint Mr G complains Fairmead Insurance Limited (“Fairmead”) has failed to fully settle his claim for damage under his property insurance policy. He says Fairmead is unfairly directing him to make a new claim instead of carrying out repairs as part of his previous cl... (5 pages)View decision -
Decision Reference DRN-5459092
2 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5459092 The complaint Mrs K complains that National Westminster Bank Public Limited Company failed to treat her fairly regarding a credit card payment she made. What happened Mrs K booked a package holiday via a tour operator, which I’ll refer to as “J”, for her family. An initial ... (5 pages)View decision -
Decision Reference DRN-5665030
2 Sep 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5665030 The complaint Mr G and Mr K complain that Haven Insurance Company Limited (‘Haven’) voided their motor insurance policy and didn’t pay their theft claim. Mr G is the named policyholder and Mr K is a named driver. For ease of reading, references to ‘Mr G’ include submissions... (4 pages)View decision -
Decision Reference DRN-5775751
2 Sep 2025 Handelsbanken plc UpheldBanking and PaymentsDRN-5775751 The complaint Mrs C is unhappy Handelsbanken plc delayed transferring money to an external third-party account, after her request was flagged for further security checks. Mrs C has said the delays caused her a significant amount of distress and she’s lost interest as a resul... (3 pages)View decision
