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 381194 results
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Decision Reference DRN-5594232
10 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5594232 The complaint Mrs K complains Revolut Ltd (“Revolut”) declined to refund payments she says she didn’t make. What happened On 23 August 2023, Mrs K said she and her husband received a call from someone claiming to be one of their banking providers asking if they’d made any pa... (9 pages)View decision -
Decision Reference DRN-5109767
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5109767 The complaint Ms O complains that HSBC UK Bank Plc won’t refund money she lost when she says she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Ms O says that she fell victi... (3 pages)View decision -
Decision Reference DRN-5020529
10 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5020529 The complaint Mrs W complains Santander UK PLC didn’t do enough to help get a refund for a purchase made on her credit card. What happened In October 2023, Mrs W bought a rug from a retailer I’ll call “B”. Within a couple of months Mrs W says the rug had deteriorated. Havin... (4 pages)View decision -
Decision Reference DRN-5610541
10 Jun 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5610541 The complaint Mr E is unhappy that Legal and General Assurance Society Limited (L&G) declined a claim on his income protection policy. What happened Mr E is a director of a company. He is the beneficiary of his company’s executive income protection policy. The policy wa... (4 pages)View decision -
Decision Reference DRN-5615219
10 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5615219 The complaint Mrs E has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited, but I will refer to L&C throughout. Mrs E says L&C mismanaged her SIPP and as a result it allowed investments t... (34 pages)View decision -
Decision Reference DRN-4944951
10 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4944951 The complaint Mrs K complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But... (8 pages)View decision -
Decision Reference DRN-5094520
10 Jun 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5094520 The complaint Mr J complains about the quality of a car he has financed through an agreement with Advantage Finance Ltd (‘Advantage’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving... (2 pages)View decision -
Decision Reference DRN-5606300
10 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5606300 The complaint Mr D complains that NewDay Ltd will not meet his claim following the installation of a bathroom at his home and paid for in part by credit card. NewDay trades in this case under its Marbles brand. What happened In November 2023 Mr D engaged a company, which I’l... (4 pages)View decision -
Decision Reference DRN-4692282
10 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-4692282 The complaint Mr R has complained that Zopa Bank Limited (Zopa) are holding him liable for a loan he did not take and that he was a victim of fraud. Mr R’s wife, Mrs A, represented him with his complaint. What happened The circumstances of this complaint are well known to ... (4 pages)View decision -
Decision Reference DRN-5355360
10 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5355360 The complaint Mr and Mrs D have complained they were provided with an incorrect link when trying to make a claim. What happened Mr and Mrs D had a travel insurance policy, underwritten by Inter Partner Assistance SA (‘IPA’). All reference to IPA includes any agents acting on... (2 pages)View decision
