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 381196 results
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Decision Reference DRN-5609646
24 Jun 2025 Personal Assurance plc Not upheldInsuranceDRN-5609646 The complaint Mr B has complained that Personal Assistance Plc mis-sold him a hospital and convalescence insurance plan. What happened Mr B purchased the plan on 7 December 2023. He says he was led to believe that the convalescence part of the plan would pay out £2,000 per ... (3 pages)View decision -
Decision Reference DRN-5643295
24 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5643295 The complaint Mr R is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 10 June 2025. In it I set out the background and my proposed findings. I’ve included a copy of... (10 pages)View decision -
Decision Reference DRN-5302265
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5302265 The complaint Mr B complains that Revolut Ltd (“Revolut”) won’t refund payments he made as part of 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, I understand it to be as follows. M... (3 pages)View decision -
Decision Reference DRN-5643247
24 Jun 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5643247 The complaint Mr M complained about how Tesco Personal Finance Limited trading as Tesco Bank responded to a claim to refund a payment made for goods he said were faulty. What happened The parties are familiar with the background details of this complaint – so I will briefly... (9 pages)View decision -
Decision Reference DRN-5314458
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5314458 The complaint Miss H is unhappy Revolut Ltd won’t refund a payment she made as part of a scam. What happened In November 2024 Miss H began chatting with someone on social media who introduced her to a cryptocurrency investment opportunity. She was instructed to purchase cryp... (3 pages)View decision -
Decision Reference DRN-5256734
24 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5256734 The complaint Mr S complains that Starling Bank Limited hasn’t reimbursed the money he’s lost to a scam. What happened Mr S has fallen victim to an investment scam. He’s explained that, in late May 2024, he received a message on a social media platform from someone who prese... (3 pages)View decision -
Decision Reference DRN-5199762
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5199762 The complaint Miss H is unhappy Monzo Bank Ltd won’t refund a payment she made as part of a scam. What happened In November 2024 Miss H began chatting with someone on social media who introduced her to a cryptocurrency investment opportunity. She was instructed to purchase c... (3 pages)View decision -
Decision Reference DRN-5640340
24 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5640340 The complaint Mr and Mrs R’s complaint is, in essence, that First Holiday Finance Ltd (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 ... (14 pages)View decision -
Decision Reference DRN-5281988
24 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5281988 The complaint Ms R complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost after falling victim to a scam. What happened In December 2023, Ms R was randomly added to a group on a messaging app. Initially Ms R didn’t pay attention, but later she read... (5 pages)View decision -
Decision Reference DRN-5568156
23 Jun 2025 Mayfair Capital Limited Not upheldPensions and AnnuitiesDRN-5568156 The complaint Mr D complains that, following the transfer of his occupational pension scheme (OPS) benefits into a self-invested personal pension (SIPP), Mayfair Capital Limited (Mayfair Capital) – as the appointed investment manager, pursued an “aggressive” trading plan wit... (4 pages)View decision
