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 364422 results
-
Decision Reference DRN-4992165
11 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4992165 The complaint Miss G complains that Wise Payments Limited (Wise) is refusing to refund her the amount she lost as the result of a scam. Miss G is being represented by a third party. To keep things simple, I will refer to Miss G throughout my decision. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5386507
11 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5386507 The complaint Ms J’s complaint is about the handling of a claim under her legal expenses insurance cover with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal with cl... (4 pages)View decision -
Decision Reference DRN-4959775
11 Apr 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4959775 The complaint Mr H complains about the way Blue Motor Finance Ltd (‘BM’) are reporting a car finance agreement he had with it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role re... (2 pages)View decision -
Decision Reference DRN-5127054
11 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5127054 The complaint Ms Y complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to a job scam. What happened The background to this complaint is known to both parties, so I won’t repeat all the details here. In summary, Ms Y says: She was contacted on her mess... (8 pages)View decision -
Decision Reference DRN-5012020
11 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5012020 The complaint Mr T is unhappy that Revolut Ltd (“Revolut”) won't refund the money he lost to job scam. What happened In October 2023 Mr T came across remote job opportunity which involved completing tasks for commission. Mr T signed up to the job platform where he would... (13 pages)View decision -
Decision Reference DRN-5476343
11 Apr 2025 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-5476343 The complaint Mr D has complained about Safe World Insurance Group (UK) Ltd.’s (Safe World) handling of his claim, under his insurance backed guarantee policy. What happened The details of what happened are well known to both parties, so I will just summarise them here: ... (3 pages)View decision -
Decision Reference DRN-4935516
11 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4935516 The complaint Ms P complains that Santander UK Plc won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. Ms P brings her complaint with the assistance of professional representation, but for readability, in what follows I will... (3 pages)View decision -
Decision Reference DRN-5056250
11 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5056250 The complaint Mr F holds/held an account with Lloyds Bank PLC (“Lloyds Bank”). Mr F’s complaint is about Lloyds Bank’s refusal to reimburse him money he says he lost due to a scam. Mr F is represented by CEL Solicitors in this matter. However, where appropriate, I will ref... (4 pages)View decision -
Decision Reference DRN-5445837
11 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5445837 The complaint Mr J complains that NewDay Ltd was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information recorded about his account removed from his credit file. Mr J is represented by a third ... (3 pages)View decision -
Decision Reference DRN-5477114
11 Apr 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5477114 The complaint Miss E’s complaint is about the administration of her buy-to-let (BTL) mortgage account held with Bank of Ireland (UK) Plc (“BOI”) after it fell into arrears. Miss E says that BOI “constantly harasses, intimidates and seeks income and expenditure every 3 months... (3 pages)View decision
