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 380824 results
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Decision Reference DRN-5628824
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5628824 The complaint Mr K is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to an investment scam. The complaint is brought on his behalf by a professional representative. What happened Both parties are familiar with the circumstances of the scam... (5 pages)View decision -
Decision Reference DRN-5327100
18 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5327100 The complaint Miss B has complained about American Express Service Europe Limited’s (AESEL) handling of her refund claims. What happened Miss B used her AESEL credit card to make several purchases with a supplier I shall call “T”. However various items weren’t delivered corr... (5 pages)View decision -
Decision Reference DRN-5203718
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5203718 The complaint Miss D has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money she lost after falling victim to a scam. What happened Miss D found a cryptocurrency investment scheme from an online group she was a member of. However... (3 pages)View decision -
Decision Reference DRN-5302057
17 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5302057 The complaint Ms K and Mr S complain that AXA Insurance UK Plc (“AXA”) unfairly declined a claim they made for damage to their home. What happened In January 2024 Ms K and Mr S claimed under their HomeProtect policy with AXA, when they discovered water was entering the insur... (3 pages)View decision -
Decision Reference DRN-5548667
17 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5548667 The complaint Ms S complains that Moneybarn No. 1 Limited (“Moneybarn”) entered into a Conditional Sale agreement with her when it was unaffordable. She has complained using a professional representative, but I’ll refer to Ms S throughout. What happened In April 2021, Ms S ... (4 pages)View decision -
Decision Reference DRN-5524513
17 Jun 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5524513 The complaint Mr H complains that Blue Motor Finance Ltd (‘Blue Motor’) entered into a Hire Purchase agreement with him when it was unaffordable. Mr H has brought his complaint using a professional representative, but I’ll refer to Mr H throughout. What happened In April 20... (4 pages)View decision -
Decision Reference DRN-5470356
17 Jun 2025 SNAP FINANCE LIMITED Not upheldConsumer CreditDRN-5470356 The complaint Mr A complains that Snap Finance Limited lent to him irresponsibly. What happened Mr A applied for a loan with Snap Finance on 27 June 2023. The loan was for £508.99 over a term of 15 months with monthly repayments of £52.12. The interest rate applicable to the... (3 pages)View decision -
Decision Reference DRN-5057324
17 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5057324 The complaint Mrs A complains that Lloyds Bank PLC closed her account without warning and will not reopen the account for her. She is also unhappy that they will not accept the proof of address document she provided to them. What happened Mrs A opened an account with Lloyds ... (4 pages)View decision -
Decision Reference DRN-5622777
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5622777 The complaint Miss W complains that HSBC UK Bank Plc (“HSBC”) won’t refund payments made as part of a scam. What happened In October 2023, Miss W came across an advertisement for an investment opportunity on a social media platform. She registered her interest and was conta... (5 pages)View decision -
Decision Reference DRN-5160096
17 Jun 2025 abrdn Fund Managers Limited UpheldInvestmentsDRN-5160096 The complaint Mr and Mrs W complain that abrdn Fund Managers Limited (‘abrdn’) wrongly told them that historic information about their investments wasn’t available. This complaint was made jointly by Mr and Mrs W. While some of the actions taken were done by one or other of ... (6 pages)View decision
