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-4958754
31 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-4958754 The complaint Mr H complains that the car and the hire purchase agreement, he entered into with Black Horse Limited (Black Horse), has been misrepresented to him. When I refer to what Mr H and Black Horse have said, it should also be taken to include things said on their be... (3 pages)View decision -
Decision Reference DRN-5446169
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5446169 The complaint Mrs W complains that Revolut Ltd didn’t do enough when she fell victim to a cryptocurrency investment scam. What happened In June 2023, Mrs W got involved in a cryptocurrency trading scam. She invested her husband’s funds, with his consent, via Binance. Mrs W s... (3 pages)View decision -
Decision Reference DRN-5044967
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5044967 The complaint Miss T complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-5167696
31 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5167696 The complaint Mr C has complained that Bank of Scotland plc (trading as “Halifax”) failed to protect him from falling victim to an impersonation scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I... (6 pages)View decision -
Decision Reference DRN-5158062
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5158062 The complaint Ms D complains about NewDay Ltd trading as Aqua’s actions when she fell into arrears on her credit card account. What happened In October 2023, Ms D agreed to a no fee arrangement when her account fell into arrears. She was requi... (3 pages)View decision -
Decision Reference DRN-5445924
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5445924 The complaint Mr S is unhappy that Revolut Ltd won’t refund payments he made as part of a scam. What happened Mr S was a victim of a romance-led investment scam, involving the following transactions to and from his Revolut account, which he opened in 2021: Payment number Dat... (8 pages)View decision -
Decision Reference DRN-4871764
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4871764 The complaint Miss D complains that Barclays Bank UK PLC (Barclays) won’t refund the money she lost to a scam. Miss D has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to M... (3 pages)View decision -
Decision Reference DRN-5382741
31 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5382741 The complaint Mr W is a sole trader. He complains that U K Insurance Limited trading as Direct Line (UK Insurance) delayed providing his No Claims Discount (NCD) confirmation. What happened The detailed background to this complaint is well known to both parties. So, I’ll onl... (3 pages)View decision -
Decision Reference DRN-5302185
31 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5302185 The complaint Mr S complains that Royal & Sun Alliance Insurance Limited (RSA) is no longer honouring its agreement to insure his property. What happened The background of this complaint is known in detail to the parties involved, so I’ve summarised what I’ve found to be... (3 pages)View decision -
Decision Reference DRN-5075554
31 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5075554 The complaint Mr G is unhappy with the way Admiral Insurance (Gibraltar) Limited dealt with a claim on their travel insurance policy. What happened Mr G and his partner have a travel insurance policy underwritten by Admiral. They went on holiday and unfortunately Mr G fell... (3 pages)View decision
