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 364862 results
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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 -
Decision Reference DRN-5452436
16 Apr 2025 London and Country Mortgages Ltd UpheldMortgagesDRN-5452436 The complaint Mr and Mrs E complain that London and Country Mortgages Ltd (“L&C”) didn’t perform a rate check on the mortgage before they took out a new mortgage product. What happened Mr and Mrs E have a mortgage with a lender. Their broker was L&C. The mortgage is ... (3 pages)View decision -
Decision Reference DRN-5097367
16 Apr 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5097367 The complaint Mr T complained that Capital professional Limited trading as Ascot Lloyd (Ascot Lloyd) has been deducting ongoing charges from his pension fund while not providing the appropriate services. He would like the charges he has paid to be refunded . What happened I... (4 pages)View decision -
Decision Reference DRN-5415928
16 Apr 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceThe complaint Mr H complains about Accredited Insurance (Europe) Ltd (‘Accredited’) declining a claim he made on his home insurance policy in addition to delays in it reviewing a report he provided. What happened In November 2022 Mr H made a claim on his home insurance policy following dam... (4 pages)View decision -
Decision Reference DRN-5469425
16 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5469425 The complaint Miss M says HSBC UK Bank PLC (“HSBC”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known by both parties, so I won’t repeat them in detail here. In short, Miss M says she... (3 pages)View decision
