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 366874 results
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Decision Reference DRN-5056309
16 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5056309 The complaint Mr A complains about the actions of Revolut Ltd when he lost money to a scam. Mr A is being represented by a claims management company but, for ease of reading, I’ll only refer to Mr A. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-5560359
16 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5560359 Complaint Mr H complains that Moneybarn No.1 Limited (trading “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and that this caused ongoing financial difficulty. Background In March 2017, Moneybarn provi... (5 pages)View decision -
Decision Reference DRN-5207162
16 May 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5207162 The complaint Ms L has complained that Scottish Widows Limited (Scottish Widows) caused a delay to the transfer of her occupational pension scheme OPS , causing her to suffer a financial loss. Ms L would like to be compensated for this loss as well as the distress and inconv... (6 pages)View decision -
Decision Reference DRN-5427109
16 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5427109 The complaint Mr B and Mrs G have complained that AXA Insurance UK Plc (AXA) unfairly declined a claim under their home insurance policy. References to AXA include companies acting on its behalf. What happened Mr B and Mrs G made a claim for a burglary at their home. AXA a... (3 pages)View decision -
Decision Reference DRN-4885640
16 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4885640 The complaint Mr A complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost to a job scam. What happened The events leading up to this complaint are known to both parties. I won’t repeat all the details here. In summary, Mr A says that in August 2023 he was c... (3 pages)View decision -
Decision Reference DRN-5504327
16 May 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5504327 The complaint Mr and Mrs B’s complaint relates to a mortgage they have with The Mortgage Business Plc (TMB). They have complained that there are three sub-accounts on the mortgage, that add £50,000 to the mortgage balance. Mr and Mrs B are also unhappy that TMB has taken leg... (5 pages)View decision -
Decision Reference DRN-5552164
16 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5552164 The complaint Mr H complains about a claim he made to Tesco Personal Finance Limited (Tesco) in respect of a holiday resort not being as described. What happened In June 2023, Mr H paid £3,611.62 using his Tesco credit card for a packaged holiday which was to take place betw... (4 pages)View decision -
Decision Reference DRN-5559021
16 May 2025 Glenside Finance Limited Not upheldConsumer CreditDRN-5559021 The complaint Mr S is unhappy with how Glenside Finance Limited treated his situation when he got into financial difficulty in relation to a hire purchase agreement. What happened Mr S has been represented on this case both in communications with Glenside and our service. B... (7 pages)View decision -
Decision Reference DRN-5165892
16 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5165892 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax won’t reimburse the money she says she’s lost to a scam. What happened Mrs M says she’s fallen victim to a cryptocurrency investment scam. Between September 2021 and July 2022, she sent the following ... (2 pages)View decision -
Decision Reference DRN-5434517
16 May 2025 One Insurance Limited UpheldInsuranceDRN-5434517 The complaint Mr S is unhappy with what One Insurance Limited did after he sought assistance from a legal insurance policy taken out alongside his motor insurance. What happened In January 2023 Mr S took out motor insurance with One Insurance. Alongside that he took out “Bas... (3 pages)View decision
