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-5056539
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5056539 THE COMPLAINT Mr K holds/held an account with Revolut Ltd (“Revolut”). Mr K’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr K is represented by Wealth Recovery Solicitors (“WRS”) in this matter. However, where appropriate, I ... (7 pages)View decision -
Decision Reference DRN-5514602
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5514602 The complaint Mr M complains that Revolut Ltd downgraded his savings account and stopped paying interest on the balance without notifying him. And he said that Revolut unfairly removed his access to its chat function. What happened In April 2023 Mr M opened a Revolut saving... (3 pages)View decision -
Decision Reference DRN-5469387
15 May 2025 Scottish Widows Limited Not upheldInvestmentsDRN-5469387 The complaint Mr W’s complaint is about a mortgage endowment policy he held with Scottish Widows Limited. He is unhappy about the amount of time it took for Scottish Widows to process the policy surrender. What happened Mr W took out his policy in 1988. On 11 January 2024 Mr... (5 pages)View decision -
Decision Reference DRN-5515219
15 May 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5515219 The complaint Mr F complains Capquest Debt Recovery Limited gave him incorrect information about his debt. What happened Mr F had an outstanding debt with Capquest for an overdraft accrued with a bank who I’ll refer to as T. The debt became Scottish statute barred – which m... (2 pages)View decision -
Decision Reference DRN-5451030
15 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5451030 The complaint Mr F complains as executor of the estate of Mrs C, that Santander UK Plc has failed to trace funds belonging to Mrs C. What happened Mrs C died in January 2024. As her executor, Mr F found papers relating to an account with B, a former building society taken ov... (2 pages)View decision -
Decision Reference DRN-5463848
15 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5463848 The complaint Mr C complains through a third-party representative that Moneybarn No.1 Limited irresponsibly provided credit to him to acquire a car. Mr C says he couldn’t afford the borrowing and shouldn’t have been granted the credit. What happened Mr C took out a car fina... (3 pages)View decision -
Decision Reference DRN-5541889
15 May 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5541889 The complaint Mr I has complained about the market value settlement Zurich Insurance PC paid for his claim under his motorcycle insurance policy. All reference to the insurer Zurich in my decision includes its agents. What happened Mr I’s motorbike was damaged in an incident... (2 pages)View decision -
Decision Reference DRN-4972892
15 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4972892 The complaint Mr L complains about Lloyds Bank Plc not refunding several payments he made and lost to 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 and based on the submissions of bot... (4 pages)View decision -
Decision Reference DRN-5427534
15 May 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5427534 The complaint Mrs S complains about end of contract charges when she voluntary terminated her agreement with Stellantis Financial Services UK Limited. What happened In May 2022 Mrs S was supplied with a car and entered into a conditional sale agreement with Stellantis. At th... (2 pages)View decision -
Decision Reference DRN-5560594
15 May 2025 Black Horse Limited UpheldConsumer CreditDRN-5560594 The complaint Mr W complains that a car acquired under a hire purchase agreement with Black Horse Limited wasn’t as described. What happened The parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In November 2017... (5 pages)View decision
