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-5156441
28 Mar 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5156441 The complaint Mr A has complained Telefonica UK Limited, trading as O2, took time to sort out the replacement of his phone which caused him considerable distress. They then wouldn’t pay him the compensation he felt he’d been promised. What happened In January 2024 Mr A took ... (2 pages)View decision -
Decision Reference DRN-4948235
28 Mar 2025 StoneX Financial Ltd Not upheldInvestmentsDRN-4948235 The complaint Mr B complains that StoneX Financial Ltd (trading as City Index) didn’t appropriately inform him of the status of his account. He says as a result of not being informed, his trades were closed when they otherwise wouldn’t have been, causing him losses. What hap... (3 pages)View decision -
Decision Reference DRN-4998857
28 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4998857 The complaint Mr C has complained about how American Express Services Europe Limited (AESEL) responded to a claim for money back in relation to a purchase made on his credit card. What happened The circumstances are well known so I’m not going to go over everything again in... (3 pages)View decision -
Decision Reference DRN-5434818
28 Mar 2025 Fairstone Wealth Management Limited UpheldPensions and AnnuitiesDRN-5434818 The complaint Mr C complains about the level of service he received from Fairstone Wealth Management Limited (Fairstone) regarding his pension. What happened Mr C says he’d had an adviser from Fairstone for many years – Mr R. He had been paying Fairstone for an ongoing servi... (5 pages)View decision -
Decision Reference DRN-5320998
28 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5320998 The complaint Ms A complains that an issue with Nationwide Building Society sending her emails caused her to lose out on a £175 switching offer. What happened Ms A attempted to switch her bank account to Nationwide. Unfortunately, the switch didn’t complete because a lock on... (5 pages)View decision -
Decision Reference DRN-5180435
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5180435 The complaint Mr C complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam and would like Revolut to refund him the money he has lost. What happened Mr C was doing some research online about ... (8 pages)View decision -
Decision Reference DRN-5323080
28 Mar 2025 Chip Financial Ltd Not upheldBanking and PaymentsDRN-5323080 The complaint Mr M is unhappy with Chip Financial Ltd. After Chip updated its banking app Mr M was unable to access his account. Mr M accepts that the app gets updated but is unhappy that there was no warning prior to the update. It was immediate and gave no time or opportun... (3 pages)View decision -
Decision Reference DRN-5437846
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5437846 The complaint Mr W holds/held an account with Revolut Ltd (“Revolut”) Mr W’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr W is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr W so... (7 pages)View decision -
Decision Reference DRN-5422480
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5422480 The complaint Mr O complains that Revolut Ltd hasn’t refunded him the money he lost when he fell victim to a scam. What happened I issued my provisional decision, not upholding Mr O’s complaint, on 4 March 2025. I’ve set out my provisional decision below. In late 2023 Mr O e... (3 pages)View decision -
Decision Reference DRN-4973427
28 Mar 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-4973427 The complaint Mr A complains that Tesco Personal Finance Limited hasn’t refunded a payment he made. What happened In May 2019, Mr A entered into a contract with a company (who I’ll refer to as “T”) that had promised to relinquish his liability for a timeshare. Mr A paid £3,5... (2 pages)View decision
