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 119923 results
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Decision Reference DRN-5007002
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5007002 The complaint Mr R complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr R fell victim to a cryptocurrency investment scam. He came across an advert online for an investment firm – which I’ll call C. Mr R had been dabbling in cryptocurrency inves... (9 pages)View decision -
Decision Reference DRN-5355861
20 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5355861 The complaint Miss B complains about the settlement that UK Insurance Limited (UKI) offered her for the total loss of her car following a claim made on her motor insurance policy. What happened Miss B’s car was damaged by fire, and she made a claim on her policy. UKI offere... (3 pages)View decision -
Decision Reference DRN-4507768
20 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4507768 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (18 pages)View decision -
Decision Reference DRN-3138341
20 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-3138341 The complaint Mr M has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr M invested in unlisted shares in his SIPP. Mr M says his SIPP has been poorly managed by L&C and they sh... (14 pages)View decision -
Decision Reference DRN-5407261
20 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5407261 The complaint Mr O believes TSB Bank plc unfairly defaulted his current account and he’s unhappy with their delay in responding to his subject access request (SAR). What happened TSB defaulted Mr O’s account in January 2020 when he didn’t repay arrears and charges on an unar... (5 pages)View decision -
Decision Reference DRN-4823501
20 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4823501 The complaint Mr H is unhappy Lloyds Bank Plc have closed his account. He’s also unhappy with the service it provided leading up to and following the account closure. What happened Mr H has told us: - Lloyds has refused to refund an unauthorised transaction made on his acc... (5 pages)View decision -
Decision Reference DRN-5405513
20 Mar 2025 Lantern Debt Recovery Services Limited UpheldConsumer CreditDRN-5405513 The complaint Miss A complains that Lantern Debt Recovery Services Limited (Lantern) unfairly recorded a default on her credit file and this caused her a financial loss. What happened Miss A was a guarantor on a loan which was taken out. The loan account wasn’t kept up to da... (3 pages)View decision -
Decision Reference DRN-5232369
20 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5232369 The complaint Mr N complains that HSBC Bank UK plc (HSBC) failed to refund money after a successful chargeback request. He would like the money refunded and compensation for the distress and inconvenience. What happened The details of this complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN-4903403
20 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4903403 The complaint Mr S complains that American Express Services Europe Limited (“Amex”) didn’t make reasonable adjustments when he complained to it. What happened Mr S purchased an air fryer for £161.99 from a supplier I’ll refer to as “F”. He says when it was delivered it was t... (3 pages)View decision -
Decision Reference DRN-5363640
20 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5363640 The complaint F a limited company complains Zempler Bank Limited unfairly restricted and closed its accounts. F is represented by Mr M, a director. What happened F held a business account with Zempler, which was flagged and restricted on 6 November 2024. This meant no tran... (3 pages)View decision
