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-5178508
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5178508 The complaint Mr F complains that Santander UK Plc won’t refund the money he lost when he was the victim of blackmail. What happened In February 2024, Mr F met a woman on a social media platform and they started talking, firstly on the platform and then through an instant m... (3 pages)View decision -
Decision Reference DRN-5226980
2 May 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5226980 The complaint Mr M has complained about the advice he received from St James’s Place Wealth Management Plc (‘SJPWM’) to invest into Venture Capital Trusts (‘VCTs’). He says some of the investments weren’t appropriate for him and put him in a position where he couldn’t meet h... (11 pages)View decision -
Decision Reference DRN-5350117
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350117 The complaint Mrs J complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In late 2023, Mrs J was looking for help after falling victim to a loan scam. She came across an advert for a recovery company who claimed to be a... (4 pages)View decision -
Decision Reference DRN-5268548
1 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5268548 The complaint Miss R complains about the way AXA Insurance UK Plc (“AXA”) proportionately settled her claim following a fire at her property, and the distress it’s caused her through its handling of her claim. Any reference in this decision to AXA includes its appointed agen... (7 pages)View decision -
Decision Reference DRN-4902122
1 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4902122 The complaint Miss S complains Wise Payments Limited didn’t do enough to protect her when she fell victim to a job scam and that it won’t refund the money she lost as a result. What happened The background to this complaint is well-known to both parties and so I’ll only ref... (3 pages)View decision -
Decision Reference DRN-5211995
1 May 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5211995 The complaint Mr W is unhappy after he fell victim to an investment scam and Metro Bank PLC decided not to refund him. What happened Mr W was provided information about an investment opportunity in S, by financial brokers. These were brokers he’d used previously and had mad... (6 pages)View decision -
Decision Reference DRN-5517224
1 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5517224 The complaint Mr W complains Santander UK Plc’s app doesn’t warn customers that they’ve gone over the daily transfer limit when they’re making payments. In his case he complains this caused him reputational and financial loss. What happened Mr W has an account with Santander... (3 pages)View decision -
Decision Reference DRN-5503878
1 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5503878 The complaint Mr M is unhappy that National Westminster Bank Plc (“NatWest”) reduced the credit limit on his account and with the service he received when he questioned the reduction. What happened In December 2024, Mr M made a late payment to his NatWest credit card account... (3 pages)View decision -
Decision Reference DRN-5507545
1 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5507545 The complaint Mr E complains that NewDay Ltd collected his Direct Debit payment after he had made a manual payment. What happened Mr E holds a John Lewis Credit Card supplied by NewDay. On 28 June 2024 Mr E received an email advising him that he was nearing his credit limit ... (2 pages)View decision -
Decision Reference DRN-5527945
1 May 2025 Stagemount Limited UpheldConsumer CreditDRN-5527945 The complaint Mr M complains that Stagemount Limited trading as Quid Market (“QuidMarket”) was irresponsible to lend to him on six occasions. Mr M has brought his complaint via a representative but I will refer to him throughout for simplicity. What happened QuidMarket agr... (6 pages)View decision
