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-5717637
29 Aug 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5717637 The complaint Mr M complains that Capquest Debt Recovery Limited (Capquest) were pursuing him for a debt they should have know was statute barred. What happened I issued my provisional findings on this case on 24 June 2025 (below). The complaint Mr M complains that Capquest ... (4 pages)View decision -
Decision Reference DRN-5667173
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5667173 The complaint Mr N complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr N applied for an Aqua credit card in February 2020. In his application, Mr N said he was earning £23,000 a year that Aqua calculate... (2 pages)View decision -
Decision Reference DRN-5779117
29 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5779117 The complaint A limited company, which I will refer to as H, complains about the decline of its commercial motor insurance claim by Accredited Insurance (Europe) Ltd. What happened The following is intended only as a summary of the events leading to this complaint. Additiona... (4 pages)View decision -
Decision Reference DRN-5507208
29 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5507208 The complaint J, a limited company, complains that Wise Payments Limited (“Wise”) hasn’t refunded funds it says it lost as the result of a scam. The director of J, Mr K, made the complaint on its behalf and has referred it to us via a representative. For ease of reading in ... (3 pages)View decision -
Decision Reference DRN-5623561
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5623561 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr S throughout this decision. What happened In summary, Mr S says that, in August 2... (3 pages)View decision -
Decision Reference DRN-5599405
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5599405 The complaint Mr G complains about Bank of Scotland plc, trading as Halifax, only giving him a partial refund when he became a victim of an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ... (5 pages)View decision -
Decision Reference DRN-5441257
29 Aug 2025 Forester Life Limited Not upheldInvestmentsDRN-5441257 The complaint Mr G complains Forester Life Limited (‘Forester’) moved assets that had been held in trust into his own account outside the trust and so caused him a tax liability. The tax liability reduced the money available to pass to Mr G’s daughter who was to have been th... (6 pages)View decision -
Decision Reference DRN-5732691
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5732691 The complaint Ms F complains that Barclays Bank UK PLC declined her application for a credit card. What happened On 27 March 2025 Ms F applied for an Amazon Barclaycard. Her application was declined. Ms F appealed the decision, but Barclays said the decision was the same and... (2 pages)View decision -
Decision Reference DRN-5771172
29 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5771172 The complaint A limited company, which I will refer to as T, complains about the decline of its commercial property and loss of rent claim by AXA Insurance UK Plc. What happened The following is intended only as a summary of the events leading to this complaint. Additionally... (5 pages)View decision -
Decision Reference DRN-5275616
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5275616 The complaint and background Ms U complains Revolut Ltd (‘Revolut’) won’t reimburse £5,500 that she lost when she fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. She was satisfied that Revolut ought to have been concerned when ... (2 pages)View decision