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-5527063
1 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5527063 The complaint Mr V complains that Revolut Ltd has declined to reimburse payments he made as part of an investment scam. What happened As the facts are well known to both parties and not in dispute, I’ll summarise them briefly. Mr V found an investment opportunity on social m... (10 pages)View decision -
Decision Reference DRN-5474004
1 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5474004 The complaint Mr M complains that Capital One (Europe) plc provided incorrect information about the outstanding balance on his credit card account. What happened In January 2025, Mr M received correspondence from Capital One which included the outstanding balance on his cred... (2 pages)View decision -
Decision Reference DRN-5527351
1 May 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5527351 The complaint Mr S complains about the way in which Marks & Spencer Financial Services Plc handled a claim made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In February 2020 Mr S was refurbishing his home. The refurbishment included layi... (3 pages)View decision -
Decision Reference DRN-5197824
1 May 2025 MS Amlin Insurance SE Not upheldInsuranceDRN-5197824 The complaint The trustees of a trust, which I will refer to as S, complain about the handling and decline of its marine insurance claim by MS Amlin Insurance SE. What happened The following is intended only as a brief summary of events. Additionally, whilst a number of indi... (4 pages)View decision -
Decision Reference DRN-5492554
1 May 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5492554 The complaint Mr C has complained about Fortegra Europe Insurance Company Ltd’s settlement offer for his claim under a furniture warranty. The warranty and claim is administered by Guardsman but the insurer sitting behind it – and who is ultimately responsible for the claim... (3 pages)View decision -
Decision Reference DRN-5506672
1 May 2025 Santander UK Plc Not upheldMortgagesDRN-5506672 The complaint Mrs H and Mr S are unhappy that Santander UK Plc have added fees of £1,311 to the mortgage account for court charges when they transferred the mortgage account to a third- party company when they applied for repossession. Mrs H and Mr S said that this has put t... (5 pages)View decision -
Decision Reference DRN-5485096
1 May 2025 Argentis Wealth Management Ltd UpheldPensions and AnnuitiesDRN-5485096 The complaint Mr C has complained that Argentis Wealth Management Ltd mis-managed the investment of his pension plan and provided him with poor service when his financial adviser retired. What happened I set out details of the background of this complaint in my Provisional ... (12 pages)View decision -
Decision Reference DRN-5019338
1 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5019338 The complaint Miss W complains that Bank of Scotland plc (trading as Halifax) did not reimburse the funds she lost to a scam. What happened Miss W was introduced by some friends to an investment company where she could both invest and take lessons in investing. She went to s... (3 pages)View decision -
Decision Reference DRN-5269771
1 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5269771 The complaint Ms L complains Wise Payments Limited (“Wise”) declined to refund a payment made after she fell victim to a scam. What happened On 26 January 2024, Ms L explains she received calls from multiple individuals claiming to be from her banking providers. In a call, t... (4 pages)View decision -
Decision Reference DRN-5524630
1 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5524630 The complaint A limited company which I will refer to as T complains about the handling and settlement of its commercial motor insurance claim by Admiral Insurance (Gibraltar) Limited. What happened The following is intended only as a brief summary of the key events surround... (4 pages)View decision
