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 364766 results
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Decision Reference DRN-4999827
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4999827 The complaint Mr R complains that Santander UK Plc won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both ... (3 pages)View decision -
Decision Reference DRN-5489532
16 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5489532 The complaint Mr F complains that NewDay Ltd irresponsibly lent to him. Mr F is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr F himself. What happened Mr F w... (4 pages)View decision -
Decision Reference DRN-5489537
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5489537 The complaint Mr G complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an advance fee 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 ... (6 pages)View decision -
Decision Reference DRN-5400499
16 Apr 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5400499 The complaint Mrs J is unhappy that Legal and General Assurance Society Limited (L&G) has declined her income protection claim. What happened Mrs J is insured under her employer’s group income protection policy. The policy pays a benefit in certain circumstances if Mrs J... (4 pages)View decision -
Decision Reference DRN-5015205
16 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5015205 The complaint Mr G complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he was the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr G came across an advert for a company offering investme... (3 pages)View decision -
Decision Reference DRN-5489377
16 Apr 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5489377 The complaint Mr L complains that Automobile Association Insurance Company Limited automatically renewed his policy in 2023 and 2024 without his consent or knowledge. What happened In 2022 Mr L took out cover with the AA for £79.00 as he was making some longer journeys for ... (2 pages)View decision -
Decision Reference DRN-5472002
16 Apr 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5472002 The complaint Mr C complains that Frasers Group Financial Services Limited trading as Studio acted irresponsibly by agreeing to open a catalogue account and to provide subsequent credit limit increases. In bringing his complaint Mr C is represented by a third party. For ease... (4 pages)View decision -
Decision Reference DRN-5366238
16 Apr 2025 Wakam Not upheldInsuranceDRN-5366238 The complaint Mr and Mrs C are unhappy their claim for storm damage has been unfairly declined by Wakam, who were providing cover under a home insurance policy. What happened Mr and Mrs C made a claim to Wakam when heavy rainfall penetrated their roof causing damage internal... (3 pages)View decision -
Decision Reference DRN-5484461
16 Apr 2025 Motability Operations Limited Not upheldInsuranceDRN-5484461 The complaint Mr K complains about the service he had from Motability Operations Limited (“Motability”) and that it wouldn’t offer him compensation or a gesture of goodwill. What happened Mr K leased a car from Motability. His car was taken for service to a main dealer. When... (2 pages)View decision -
Decision Reference DRN-4990202
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4990202 The complaint Ms K complains that Revolut Limited (‘Revolut’) won’t refund the money she lost when she fell victim to a job scam. What happened Ms K says that she was contacted on a text messaging platform about a job opportunity. She began to receive messages from someone I... (4 pages)View decision
