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
-
Decision Reference DRN-5430346
28 Mar 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5430346 The complaint Ms B complains that Link Financial Outsourcing Limited trading as Honours Student Loans (HSL) treated her unfairly when dealing with her student loan account. What happened Ms B has complained to HSL about various things over a number of years. She brought all ... (3 pages)View decision -
Decision Reference DRN-5222295
28 Mar 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5222295 The complaint Mr T is unhappy with how Zopa Bank Limited (Zopa) handled a claim he made to them. What happened Mr T complained about retailer R and said two perfume bottles and one aftershave bottle purchased from them weren’t in the package delivered to him in June 2024. He... (4 pages)View decision -
Decision Reference DRN-5415818
28 Mar 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5415818 The complaint Mr B complains that PRA Group (UK) Limited (PRA) are pursuing him for a debt he doesn’t recognise and says they haven’t shown he is liable for. What happened The debt stems from a credit card account with a firm I’ll refer to as B. In October 2021, B sold the a... (5 pages)View decision -
Decision Reference DRN-5433887
28 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5433887 The complaint Mr F has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (SSAS) in April 2015. Mr F’s SSAS was subsequently used to invest in The Resort Group (TRG), a hotel development in Cape Verde. The investment ... (21 pages)View decision -
Decision Reference DRN-5386001
28 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5386001 The complaint Mr O complains that Liverpool Victoria Insurance Company Limited (LV) declined his claim following the theft of his car. What happened Mr O’s car was stolen, and he made a claim on his policy. LV declined the claim because it said Mr O hadn’t garaged the car o... (2 pages)View decision -
Decision Reference DRN-5117096
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5117096 The complaint Mr C complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr C said he invested funds into what he thought was a legitimate AI based cryptocurrency investment opportunity. He said he researched the supp... (2 pages)View decision -
Decision Reference DRN-5399659
28 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5399659 The complaint Mr S, who is represented by a third party, complains that Vanquis Bank Limited (‘Vanquis’) irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr S entered into an agreement with Vanquis to have access to credit by way of... (3 pages)View decision -
Decision Reference DRN-5346766
28 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5346766 The complaint Ms C complains about how Ageas Insurance Limited (“Ageas”) dealt with a claim she made on her home insurance policy following a flood in her home. Ageas are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of its a... (5 pages)View decision -
Decision Reference DRN-4703061
28 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4703061 The complaint Mr D is unhappy that The Royal Bank of Scotland Plc (‘RBS’) decided not to refund him after he says he was the victim of an authorised push payment (‘APP’) scam. What happened The details and background of the complaint are set out in detail in the Investigator... (6 pages)View decision -
Decision Reference DRN-5409393
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5409393 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) recorded a Cifas marker against him when they shouldn’t have. He says this has caused him considerable distress and inconvenience and financial loss. He’d like to be put back in the position he would’ve been ... (3 pages)View decision
