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 370149 results
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Decision Reference DRN-5645093
24 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5645093 The complaint A company, which I’ll refer to as B, complains that Revolut Ltd won’t reimburse it after it lost money to an impersonation scam. Mr S, who is the director of B, brings the complaint on B’s behalf via a family representative. For ease of reading, I’ll refer to a... (14 pages)View decision -
Decision Reference DRN-5536125
24 Jun 2025 Topaz Finance Limited Not upheldMortgagesDRN-5536125 The complaint Mr and Mrs F complain that their mortgage, now with Topaz Finance Limited trading as Heliodor Mortgages, was mis-sold to them and incorrectly set up. They also complain that Heliodor hasn’t given them copies of the signed mortgage agreements, has prevented them... (4 pages)View decision -
Decision Reference DRN-5555246
24 Jun 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5555246 The complaint Mr and Mrs B’s complaint is about the rejection of a claim made under the legal expenses section of their home insurance policy with AmTrust Europe Limited. AmTrust is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions... (4 pages)View decision -
Decision Reference DRN-5393192
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5393192 The complaint Mr T is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. The complaint is brought on Mr T’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everything he... (4 pages)View decision -
Decision Reference DRN-5639142
24 Jun 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5639142 The complaint Mr B complains about investments made on a platform in a Self-Invested Personal Pension (SIPP) operated by IFG Pensions Limited (“IFG”). Mr B says IFG did not check that an investment made by a Discretionary Fund Manager (DFM) appointed to manage the investment... (22 pages)View decision -
Decision Reference DRN-5464969
24 Jun 2025 Next Retail Limited Not upheldConsumer CreditDRN-5464969 Complaint Miss S has complained about a catalogue shopping account Next Retail Limited (trading as “Next Online”) provided to her. She says the catalogue shopping account was irresponsibly provided as it was unaffordable for her. Background In December 2020, Miss S applied ... (3 pages)View decision -
Decision Reference DRN-5208278
24 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5208278 The complaint Mr B is complaining that Barclays Bank UK PLC didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr B. What happened Mr B says he fell victim ... (3 pages)View decision -
Decision Reference DRN-5576552
24 Jun 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5576552 Complaint Mr H complains that Blue Motor Finance Ltd (“BMF”) unfairly entered into a hire-purchase agreement with him. He’s said that the payments to this agreement were unaffordable and so he should not have been lent to. Background In May 2019, BMF provided Mr H with fina... (3 pages)View decision -
Decision Reference DRN-5469477
24 Jun 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5469477 Complaint Mr E has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In March 2024, Jaja provided Mr E with a credit card which had a... (3 pages)View decision -
Decision Reference DRN-5204441
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5204441 The complaint Mr M complains that Monzo Bank Ltd won’t reimburse him the money he lost after he 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... (3 pages)View decision
