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-5359662
17 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5359662 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he was the victim of a crypto investment scam. Mr S is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (7 pages)View decision -
Decision Reference DRN-5820061
17 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5820061 The complaint Mr W complains that Vanquis Bank Limited didn’t agree to refund him after he made a claim for incomplete renovation works. What happened On 13 April 2023 Mr W and his partner accepted a quote from a company I’ll call ‘K’ for renovation works to their home. K’s... (4 pages)View decision -
Decision Reference DRN-5525173
17 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5525173 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to a scam. What happened In summary, Mr A says that he had an existing SIM contract and was looking to buy a new phone. He called a number he found online and spoke to someone he thought... (3 pages)View decision -
Decision Reference DRN-5639033
17 Sep 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5639033 The complaint Mr M complains AA Underwriting Insurance Company Limited (AA) caused avoidable delays to his claim on his motor insurance policy. And that there was a lack of communication. What happened Mr M’s car was damaged in an incident and he made a claim on his motor i... (2 pages)View decision -
Decision Reference DRN-5617054
17 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5617054 The complaint Ms S complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire purchase agreement with her. Ms S is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Ms S herself... (3 pages)View decision -
Decision Reference DRN-5806505
17 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5806505 The complaint Mr M says Madison CF UK Limited trading as 118 118 Money (‘118 118’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards two loans. He says that 118 118 should have done more before providing... (4 pages)View decision -
Decision Reference DRN-5821095
17 Sep 2025 RAYMOND JAMES INVESTMENT SERVICES LIMITED UpheldInvestmentsDRN-5821095 The complaint Mr G complains that Raymond James Investment Services Limited: 1. Failed to obtain accurate information about his portfolio’s book costs and capital gains tax history when his portfolio was transferred to it. 2. Caused delays when he gave instructions to trans... (4 pages)View decision -
Decision Reference DRN-5677261
17 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5677261 The complaint Mr R complains that HSBC UK Bank Plc (‘HSBC’) allowed several transactions to go through on his current account which took him into an unarranged overdraft. What happened Mr R opened a current account with HSBC in September 2021. On 12 June 2024, a number of t... (4 pages)View decision -
Decision Reference DRN-5607517
17 Sep 2025 Jarvis Investment Management Limited Not upheldInvestmentsDRN-5607517 The complaint The estate of Mrs F complains that Jarvis Investment Management Limited wouldn’t complete an “in specie” stocks and shares ISA transfer. The complaint is brought on the estate’s behalf by the sole executor who is also Mrs F’s husband. I will refer to him as “Mr... (3 pages)View decision -
Decision Reference DRN-5321276
17 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5321276 The complaint Mr H complains Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened Mr H made several payments to what he thought was a legitimate investment. Barclays looked into the complaint but didn’t uphold it. So, Mr H brought his c... (3 pages)View decision