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 3981 results
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Decision Reference DRN-5144071
13 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5144071 The complaint Miss M complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Miss M is being represented by a claims management company in this complaint. What happened Miss M says that in or around April 2023, she came across an ... (10 pages)View decision -
Decision Reference DRN-5417509
3 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5417509 The complaint Miss D complains about the decline of a commercial property insurance claim by AXA Insurance UK Plc (‘AXA’). Some of Miss D’s dissatisfaction is about the actions of AXA’s appointed agents. As AXA have accepted responsibility for the actions of those agents, in... (5 pages)View decision -
Decision Reference DRN-5260352
12 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5260352 The complaint Mr G complains that Oodle Financial Services Limited (Oodle) acted irresponsibly when they agreed to lend to him. As they didn’t sufficiently check whether he could afford the repayments. In bringing his complaint Mr G is represented by a third party. For ease ... (4 pages)View decision -
Decision Reference DRN-4465769
5 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4465769 The complaint F complains that Barclays Bank UK PLC unfairly withdrew its overdraft facility and later closed its accounts. What happened F had a business current account with associated overdraft of £20,000. During 2021 and 2022 F’s business account balance was in an unauthori... (4 pages)View decision -
Decision Reference DRN-5009746
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5009746 The complaint Miss T complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Miss T said she saw an investment advert on social media and she clicked a link which directed her to an investment firm, that we now know to... (11 pages)View decision -
Decision Reference DRN-4457717
16 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4457717 The complaint Mr P complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both ... (6 pages)View decision -
Decision Reference DRN5312640
24 Mar 2014 Barclays Bank Plc UpheldInvestment and pensionsMr V’s complaint, in summary, is that he was recommended the Barclays Adventurous Growth Portfolio (“adventurous fund”) and the Barclays Growth Portfolio Trust (“balanced fund”) by Barclays Bank Plc (“Barclays”) which were unsuitable for him.backgroundIn January 2012 Barclays informed Mr... (5 pages)View decision -
Decision Reference DRN6395981
12 Mar 2021 Quilter Financial Planning Solutions Limited Not upheldInvestment and pensionsMr and Mrs M complain that in May 2009, a Mr B and a Mr E wrongly advised them to invest in a Harlequin property development. Mr and Mrs M believe that Quilter Financial Planning Solutions Ltd (formerly known as Positive Solutions (Financial Services) Ltd) is responsible for the advice giv... (40 pages)View decision -
Decision Reference DRN1225382
9 Nov 2018 Everest Limited Not upheldBanking and creditMs T complains that Everest Limited misrepresented a finance agreement.background In September 2016 Ms T placed an order with Everest for the installation of patio doors. There were some problems but Ms T and Everest seem to have agreed some changes and got things bac... (3 pages)View decision -
Decision Reference DRN-5822184
18 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5822184 The complaint Mr T complains that Toyota Financial Services (UK) PLC (‘TFS’) irresponsibly entered into a hire purchase agreement with him. He says TFS failed to take reasonable steps to ensure his ability to make repayments under the agreement sustainably. Mr T has been re... (4 pages)View decision
