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 392389 results
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Decision Reference DRN-5872327
9 Oct 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5872327 Complaint Miss A has complained about high-cost short-term credit (“HCSTC”) instalment loans she took out with Propel Holdings (UK) Limited (trading as “Quid Market”). She says that Quid Market should not have provided her with these loans as they were unaffordable. Backgr... (6 pages)View decision -
Decision Reference DRN-5816969
9 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5816969 The complaint Miss N is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. Miss N is represented by a third-party firm, but I will refer to Miss N here. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (3 pages)View decision -
Decision Reference DRN-5801662
9 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5801662 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr A throughout this decision. What happened The background is known to both parties... (3 pages)View decision -
Decision Reference DRN-5792802
9 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5792802 The complaint Mr M is unhappy with the treatment he received from Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) in relation to a credit card he had with them. What happened Mr M is unhappy with how he’s been treated by Virgin, specifically during a number of phone ... (3 pages)View decision -
Decision Reference DRN-5848901
9 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5848901 The complaint Mr F complains that Barclays Bank UK Plc won’t refund the money he lost to an investment scam. What happened In 2023, Mr F says he decided to take up an investment opportunity after he was contacted by someone from a trading firm which I will refer to as “N”. ... (4 pages)View decision -
Decision Reference DRN-4711880
9 Oct 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-4711880 The complaint Mr H complains about the way Phoenix Life CA Limited has communicated with him about his whole of life policy following a system migration. He is also unhappy that the indexation benefit has been removed from his policy. What happened In 1991, Mr H took out a ... (4 pages)View decision -
Decision Reference DRN-5869910
9 Oct 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5869910 The complaint Mr P complains because BUPA Insurance Limited incorrectly declined his private medical insurance claim. What happened Mr P made a claim under his private medical insurance policy, provided by BUPA, in October 2024. The claim was eventually approved in May 2025.... (2 pages)View decision -
Decision Reference DRN-5677374
9 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5677374 The complaint Miss H complains that HSBC UK Bank Plc is refusing to refund her the amount she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. What happened The background of thi... (4 pages)View decision -
Decision Reference DRN-5869341
9 Oct 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5869341 The complaint Mrs P is unhappy that Barclays Bank Plc won’t refund payments she made because of a purchase scam. What happened I won’t repeat all the facts of this complaint as they are well known to the parties. I will though provide a short summary as to where we are at w... (3 pages)View decision -
Decision Reference DRN-5791516
9 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5791516 The complaint Mr D complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost to an investment scam. Mr D referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr D throughout my... (6 pages)View decision