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
-
Decision Reference DRN-5050822
22 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5050822 The complaint Miss S complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to a scam and would like it to refund her the money she has lost as a result. What happened Miss S came across an investment opportunity while browsi... (4 pages)View decision -
Decision Reference DRN-5531330
22 Aug 2025 ReAssure Limited UpheldInsuranceDRN-5531330 The complaint Mr W complains ReAssure Limited mis-sold him an income protection policy. What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complai... (2 pages)View decision -
Decision Reference DRN-5657418
22 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5657418 The complaint Mrs A complains about the quality of a car that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera). What happened In October 2023, Mrs A acquired a used car using a hire purcha... (5 pages)View decision -
Decision Reference DRN-5749517
22 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5749517 The complaint Ms S has complained about Revolut Ltd not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, and is not in dispute, so I won’t repeat it in detail here. In summary, Ms ... (5 pages)View decision -
Decision Reference DRN-5314565
22 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5314565 The complaint Mr and Mrs S complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to protect their funds when they fell victim to an investment scam. What happened In September 2021, Mr S was looking for an investment opportunity and saw an advert ... (8 pages)View decision -
Decision Reference DRN-5589186
22 Aug 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5589186 The complaint Mr V complains thatScottish Equitable Plc trading as Aegon (“Aegon”) failed to complete the transfer of his pension savings, and the payment of a pension commencement lump sum, in a timely manner. What happened Mr V held pension savings with Aegon in a legacy G... (5 pages)View decision -
Decision Reference DRN-5773748
22 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5773748 The complaint Mr M and Ms W have complained that their bank Santander UK Plc (‘Santander’) has refused to refund the money they lost after they fell victims to a cryptocurrency scam. Mr M and Ms W have complained to us through a representative but for ease I will refer to a... (8 pages)View decision -
Decision Reference DRN-5591068
22 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5591068 The complaint Mr B complains that Fortegra Europe Insurance Company Ltd acted unfairly by refusing to pay a claim he made on his Car Hire Excess Insurance policy. Reference to Fortegra includes its agents and claims handlers who have acted for it. What happened Mr B damaged ... (2 pages)View decision -
Decision Reference DRN-5773158
22 Aug 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5773158 The complaint Mrs H complains that Vanquis Bank Limited hasn’t refunded a payment that was taken out of her credit card account. What happened In October 2023, Mrs H hired a car for a few days from a company I’ll refer to as “G”. She gave her Vanquis credit card to G who pre... (5 pages)View decision -
Decision Reference DRN-5719454
22 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5719454 The complaint Mr M complains that the car he acquired through a hire purchase agreement with Blue Motor Finance Ltd (“BMF”) wasn’t of satisfactory quality. What happened Mr M entered a hire purchase agreement in June 2023 to acquire a used car. The cash price of the car was ... (5 pages)View decision
