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 4096 results
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Decision Reference DRN-4121003
24 May 2023 Squareup Europe Ltd Not upheldBanking and PaymentsDRN-4121003 The complaint Miss S complains that Squareup Europe Ltd (“Squareup”) won’t refund money she lost, after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But bri... (3 pages)View decision -
Decision Reference DRN-2028844
16 Sep 2020 Indigo Michael Limited UpheldConsumer CreditDRN-2028844The complaintMr F has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) gave him unaffordable loans. What happenedMr F approached SNC for a Safety Net facility in March 2017. This was a running creditaccount where a consumer could either request funds u... (4 pages)View decision -
Decision Reference DRN-5217276
17 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5217276 The complaint Mr T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after he fell victim to a scam. He’s asked Monzo to reimburse his loss, along with interest and £250 compensation. What happened Both parties are aware of the circumstances of the compl... (4 pages)View decision -
Decision Reference DRN3775055
24 Oct 2013 Henderson Global Investors Limited UpheldInvestment and pensionsMr and Mrs W have complained about advice they received from Henderson Global Investors Limited (“the business) in 2000 to invest £7,000 each in a stocks and shares ISA. They are represented in their complaint by a third party representative, which has said that: Mr and Mrs W wished ... (5 pages)View decision -
Decision Reference DRN9358010
22 Dec 2016 Santander UK Plc UpheldBanking and creditMr and Mrs E complain about problems they had trying to transfer (“port”) their Santander UK Plc mortgage product to a new loan on a different property.backgroundI issued my provisional decision in September 2016. A copy of my provisional findings is attached to this fi... (9 pages)View decision -
Decision Reference DRN-3894707
22 Mar 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-3894707 The complaint Mr J complains that Revolut Ltd won’t refund card payments he says he didn’t make from his account. What happened Mr J explains he was staying in a city abroad. He had two Revolut cards with him. And the one he had as a backup was taken. He says that card was used... (4 pages)View decision -
Decision Reference DRN8474231
9 Apr 2020 Aviva Life & Pensions UK Limited UpheldInvestment and pensionsMs P’s complaint is, in summary, that Aviva Life & Pensions UK Limited did not provide the relevant information about whether she was entitled to more than 25% tax-free cash, or had other guarantees, in the three policies she had with Aviva. This has caused her to delay her retirement ... (11 pages)View decision -
Decision Reference DRN-4335573
22 Sep 2023 Sapia Partners LLP UpheldInvestmentsDRN-4335573 The complaint Mrs E complains that Sapia Partners LLP (“Sapia”) mis-sold him her investment in the Blackmore Bond Innovative Finance Individual Savings Account (“the Blackmore Bond”). Mrs E is being represented in this complaint by a claims management company (“CMC”). However, ... (13 pages)View decision -
Decision Reference DRN-5870866
9 Jan 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5870866 The complaint Mr D complains about the quality of a vehicle that was supplied through a motor finance agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened In January 2025, Mr D acquired a used car through a hire purchase agreement with SMF. The car was about s... (4 pages)View decision -
Decision Reference DRN-3835671
7 Mar 2023 AJ Bell Asset Management Limited Not upheldPensions and AnnuitiesDRN-3835671 The complaint Mr P says AJ Bell Asset Management Limited (‘AJ Bell’) mismanaged the task of sending him the closure cheque for his Self-Invested Personal Pension (‘SIPP’) in 2021. He says the cheque was supposed to be sent to him abroad by DHL but it was not, and that the proce... (6 pages)View decision