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 374385 results
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Decision Reference DRN-5466229
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5466229 The complaint Miss P complains that Revolut Ltd hasn’t reimbursed the money she lost to two separate scams in 2023. What happened Scam 1 Miss P says she invested in cryptocurrency with a company I’ll refer to as ‘P’ and realised she’d fallen victim to a scam when she was req... (4 pages)View decision -
Decision Reference DRN-5489369
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5489369 The complaint Mr M complains that HSBC UK Bank Plc declined to refund a disputed transaction made from his account, and then closed his account. What happened On 19 December 2024, when checking his balance at an Automated Teller Machine (ATM) and then withdrawing £10, Mr M s... (3 pages)View decision -
Decision Reference DRN-5747224
11 Aug 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5747224 The complaint Mr C complains Advantage Insurance Company Limited (Advantage) provided a poor level of service and caused delays to his claim after he reported an incident with his car. And that this unfairly increased the cost of his policy premiums when his policy was due t... (3 pages)View decision -
Decision Reference DRN-5746674
11 Aug 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5746674 The complaint Mr G complains, with the help of a representative, that James Hay Administration Company Ltd (‘James Hay’) failed in its duties in relation to the establishment of his self-invested personal pension (‘SIPP’) and the subsequent acceptance of Elysian Fuels shares... (5 pages)View decision -
Decision Reference DRN-5747642
11 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5747642 The complaint Mr E complains Revolut Ltd (“Revolut”) won’t refund the money he lost to a cryptocurrency investment scam. What happened I issued a provisional decision in July 2025 to explain why I thought Mr E’s’ complaint should be partially upheld. And I said I’d consider ... (6 pages)View decision -
Decision Reference DRN-5590188
11 Aug 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5590188 The complaint A limited company (referred to as S in this decision) complains Northern Bank Limited trading as Danske Bank delayed the payment of funds resulting in additional costs for S. S is represented by a director, Mr B. What happened The background to this complaint... (2 pages)View decision -
Decision Reference DRN-5746026
11 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5746026 The complaint Mr M and Mrs M complain about Ageas Insurance Limited’s handling of a claim made after an escape of water at their home. What happened Communication on this complaint has been from Mrs M, so I’ll mainly refer to her alone throughout this decision, rather than M... (7 pages)View decision -
Decision Reference DRN-5088079
11 Aug 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5088079 The complaint Mr H complains that Trading 212 UK Limited has stopped providing information regarding his share dealing account. What happened Mr H holds a share dealing account with Trading 212. Mr H had previously raised concerns regarding the lack of transparency and repor... (2 pages)View decision -
Decision Reference DRN-5747358
11 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5747358 The complaint M complains that Revolut Ltd hasn’t refunded unauthorised payments that were made from its account. What happened On 19 January 2024, M’s director received a call from someone purporting to be from Revolut’s fraud department. They said someone had accessed M’s ... (4 pages)View decision -
Decision Reference DRN-5009468
11 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5009468 The complaint Mrs S complains that Hargreaves Lansdown Asset Management Limited (‘Hargreaves Lansdown’) sold US shares held in her Stocks and Shares ISA because she hadn’t completed the appropriate form in time. Mrs S says Hargreaves Lansdown shouldn’t have sold the shares a... (3 pages)View decision
