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 360982 results
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Decision Reference DRN-5365933
7 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5365933 The complaint Mrs C complains Revolut Ltd won’t won’t refund the full amount of money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened Our investigator didn’t uphold the complaint. Our investigator found Revolut intervened on four o... (2 pages)View decision -
Decision Reference DRN-4763069
7 Mar 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4763069 The complaint Mrs C has complained about a transfer of her St James's Place UK plc (‘St James’s Place’) personal pensions to a small self-administered scheme (‘SSAS’) in January 2016. Mrs C’s SSAS was subsequently used to invest in Dolphin Capital (‘Dolphin’), a loan no... (13 pages)View decision -
Decision Reference DRN-5376281
7 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5376281 The complaint Mr H and Mrs H complain that when they paid off their mortgage with Barclays Bank UK PLC before the end of the term, Barclays said they must clear the balance of the Mortgage Current Account too, and marked their credit files when they weren’t able to pay right... (6 pages)View decision -
Decision Reference DRN-5379317
7 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5379317 The complaint Mr M has complained about the way in which Aviva Insurance Limited (‘Aviva’) handled his claim for boiler break-down under his boiler insurance policy. For the avoidance of doubt, the term Aviva includes reference to its agents, contractors, and technicians for... (6 pages)View decision -
Decision Reference DRN-5267347
7 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267347 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr R has previously been represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The backgrou... (4 pages)View decision -
Decision Reference DRN-5331341
7 Mar 2025 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-5331341 The complaint Mr J’s complaint is, in essence, that Tandem Personal Loans Ltd 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (21 pages)View decision -
Decision Reference DRN-5331329
7 Mar 2025 Honeycomb Finance Limited UpheldConsumer CreditDRN-5331329 The complaint Mr J’s complaint is, in essence, that Honeycomb Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decid... (24 pages)View decision -
Decision Reference DRN-5157412
7 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5157412 The complaint Mr W complains The Royal Bank of Scotland Plc, trading as Virgin One Account: Closed his Virgin One account without justification as it was a current account and not a mortgage. Closed the account without formal or proper notice. To keep things simple, I wi... (5 pages)View decision -
Decision Reference DRN-5331347
7 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5331347 The complaint Mr J and Miss S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (27 pages)View decision -
Decision Reference DRN-5272461
7 Mar 2025 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-5272461 The complaint Mrs B says an Appointed Representative (‘AR’) of Quilter Financial Services Ltd (‘Quilter’) gave her unsuitable investment advice (a fund switch) for her pension in 2021. Quilter disputes the complaint. It says the advice was suitable, mainly because her previo... (8 pages)View decision
