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 121115 results
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Decision Reference DRN-5593509
30 May 2025 Acasta European Insurance Company Limited UpheldInsuranceDRN-5593509 The complaint Mrs J is complaining Acasta European Insurance Company Limited declined a claim she made on her GAP insurance policy. What happened In July 2022 Mrs J bought a car through a car dealership. She also bought a Combined GAP Insurance policy to cover any shortfall ... (4 pages)View decision -
Decision Reference DRN-5592781
30 May 2025 OneSavings Bank Plc UpheldMortgagesDRN-5592781 The complaint Mrs B and Mr K complain that OneSavings Bank Plc trading as Kent Reliance (“Kent”) had only recently told them about almost £6,000 of fees on their mortgage. They said Kent hadn’t mentioned that balance before and they didn’t think they should be asked to pay i... (6 pages)View decision -
Decision Reference DRN-5542512
30 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5542512 The complaint Mr M complains about the poor customer service he received from Barclays Bank UK PLC when he was switching his current account over to them. What happened Mr M wanted to switch his current account over to Barclays to take advantage of a promotion they were runn... (4 pages)View decision -
Decision Reference DRN-5594086
30 May 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5594086 The complaint Mr M complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance is unfairly holding him responsible for a £5,000 loan he says he didn’t apply for. What happened Mr M says he fell victim to an investment scam following an advertisement he’d s... (3 pages)View decision -
Decision Reference DRN-5122354
30 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5122354 The complaint Mr C complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5337933
30 May 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5337933 The complaint Mrs G, through her representative complains that St. James’s Place Wealth Management Plc (‘SJP’) pressured her into transferring her existing investments from other providers to SJP and investing further money in 2022, when she did not have the ability to fully... (9 pages)View decision -
Decision Reference DRN-5486116
30 May 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5486116 The complaint Miss D, through a representative, says Loans 2 Go Limited irresponsibly lent to her. What happened This complaint is about three instalment loans Miss D took out from Loans 2 Go. A summary of her borrowing follows. Loans 2 and 3 were top up loans. loan taken ou... (4 pages)View decision -
Decision Reference DRN-5593804
30 May 2025 Fidelius Ltd UpheldInvestmentsDRN-5593804 The complaint Mr A has complained about the advice he received from Fidelius Ltd (‘Fidelius’) to sell suitable investments that increased his capital gains tax (‘CGT’) liability. He also complains that his account has been subject to extreme trading. Mr A is represented in ... (9 pages)View decision -
Decision Reference DRN-5593537
30 May 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5593537 The complaint Mr K and Miss P complained about Red Sands Insurance Company (Europe). They are not happy about the way a claim under their building’s insurance policy was dealt with following an escape of water at their home address especially as Red Sands looked to proportio... (5 pages)View decision -
Decision Reference DRN-5593673
30 May 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5593673 The complaint Mr L says Metro Bank PLC (‘Metro’) didn’t do enough to help when he fell victim to a cryptocurrency investment scam. He says Metro should reimburse the money he lost. What happened As both parties are familiar with the circumstances of this complaint, I’ve sum... (5 pages)View decision
