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 381196 results
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Decision Reference DRN-5508402
2 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5508402 The complaint Mr S complains that Barclays Bank UK PLC trading as Tesco Bank declined his transactions and blocked his card. What happened Mr S holds a credit card with Tesco Bank. He’s unhappy that his card was declined when he tried to make a purchase in a Tesco supermarke... (3 pages)View decision -
Decision Reference DRN-5410680
2 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5410680 The complaint Mr R has complained about the way Admiral Insurance (Gibraltar) Limited dealt with a cancellation of his car insurance policy. What happened In November 2023 Mr R bought a car insurance policy with Admiral. In December 2023 Admiral gave Mr R seven days’ notice... (3 pages)View decision -
Decision Reference DRN-5528463
2 May 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5528463 The complaint Mr C transferred monies from an occupational defined-benefit (‘DB’) pension scheme into a Self-Invested Personal Pension (‘SIPP’) with Westerby Trustee Services Limited (‘Westerby’). The transferred monies were then invested in an asset which has since failed, ... (26 pages)View decision -
Decision Reference DRN-5528681
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5528681 The complaint M H is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr H fell victim to a cryptocurrency mining scam. He says this particular opportunity was shared on a trusted Instagram account he’d been... (5 pages)View decision -
Decision Reference DRN-5420682
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5420682 The complaint Nr N complains Revolut Ltd (“Revolut”) won’t reimburse money he lost when he fell victim to a scam. What happened Nr N paid over £100,000 over multiple transaction between 4 May 2023 and 26 May 2023, to what he was led to believe was an employment opportunity ... (2 pages)View decision -
Decision Reference DRN-5508210
2 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5508210 The complaint Miss T complains that NewDay Ltd hasn’t refunded all of her losses relating to a claim she made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In early 2022, Miss T paid for building works to her property to be completed by a com... (3 pages)View decision -
Decision Reference DRN-5528522
2 May 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5528522 The complaint Ms M has complained that Madison CF UK Limited trading as 118 118 Money (“Madison”) gave her loans that she couldn’t afford to repay. What happened A summary of Ms M’s borrowing can be found in the table below. loan number loan amount total to repay agreement... (5 pages)View decision -
Decision Reference DRN-5512583
2 May 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5512583 The complaint Mr H complains through a representative that STARTLINE MOTOR FINANCE LIMITED (“Startline”) failed to conduct proportionate affordability checks before it lent to him. What happened In December 2023, Startline provided Mr H with a hire purchase agreement for a ... (3 pages)View decision -
Decision Reference DRN-5157344
2 May 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5157344 The complaint N, a community interest company, complains PayPal UK Ltd withheld a refund from it. What happened N had a professional subscription to pay, and instead of selecting monthly payments an annual payment was chosen. This meant over £300 was taken from N’s PayPal ... (3 pages)View decision -
Decision Reference DRN-5381782
2 May 2025 NCO Europe Limited UpheldConsumer CreditDRN-5381782 The complaint Mr C is unhappy with the service he has received from NCO Europe Limited (NCO) which relates to his fixed sum loan agreement. What happened In June 2024 Mr C’s original creditor sold his debt to Company A. To service the debt on its behalf, Company A appointe... (2 pages)View decision
