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 128535 results
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Decision Reference DRN-5349444
6 Mar 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5349444 The complaint Mr K complains about the quality of a used car he acquired through a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (‘Moneyway’). Mr K says that the car wasn’t of satisfactory quality. What happened Mr K’s complaint is about the quality... (5 pages)View decision -
Decision Reference DRN-5100025
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5100025 The complaint Mr R complains that Revolut Ltd (“Revolut”) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2023, Mr R saw an advert for a company tha... (6 pages)View decision -
Decision Reference DRN-5292016
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5292016 Complaint Mr K has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (4 pages)View decision -
Decision Reference DRN-4785169
6 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4785169 The complaint Mr G complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In October 2020, Mr G was looking for an investment to increase the income he was earning from his savings and came across an ... (4 pages)View decision -
Decision Reference DRN-5375567
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5375567 The complaint Mr C complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued a provisional decision for this complaint on 19 February 2025. In it I set out the background and my prop... (6 pages)View decision -
Decision Reference DRN-5330102
6 Mar 2025 DAVIES MGA SERVICES LIMITED UpheldInsuranceDRN-5330102 The complaint Mr G has complained about DAVIES MGA SERVICE LIMITED. Davies provides a black box which, in line with Mr G’s car insurance policy, is fitted to his car. Mr G incurred costs when the box developed a fault. What happened Mr G holds an insurance policy which requ... (3 pages)View decision -
Decision Reference DRN-5369365
5 Mar 2025 Aspirations Financial Advice Ltd UpheldInvestmentsDRN-5369365 The complaint Ms S complains about the service she received from Aspirations Financial Advice Ltd (“Aspirations”). She says she paid an ongoing advice charge (OAC) or similar but didn’t receive an annual review which she was entitled to. She also complains about a delayed ... (7 pages)View decision -
Decision Reference DRN-5367320
5 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5367320 The complaint Mr R complains Advantage Insurance Company Limited has unfairly declined a claim he made under a home insurance policy after a fire destroyed the property. What happened The details of the complaint are well known to both parties, so I won’t repeat them in deta... (9 pages)View decision -
Decision Reference DRN-5140736
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5140736 The complaint Miss S complains that Revolut Ltd won’t reimburse her after she fell victim to a job scam. Miss S is professionally represented in bringing her complaint, but for ease of reading, I’ll refer to all submissions as being made by Miss S directly. What happened Mis... (13 pages)View decision -
Decision Reference DRN-5374545
5 Mar 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5374545 The complaint Mr B complains that The Prudential Assurance Company Limited (“Prudential”) has failed to fairly compensate him for an error it made when it transferred some pension benefits he held to another provider in 2005. What happened I issued a provisional decision on ... (4 pages)View decision