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 400695 results
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Decision Reference DRN-5715381
6 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5715381 The complaint Mr F complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened Mr F was contacted by an individual claiming to represent a company I wil... (3 pages)View decision -
Decision Reference DRN-5304613
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5304613 THE COMPLAINT Mr L complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr L is represented by ‘Ask a Barrister Financial Claims’ in this matter. However, where appropriate, I will refer to Mr L solely in this d... (3 pages)View decision -
Decision Reference DRN-5797899
6 Nov 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5797899 The complaint Mr R complains about North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank’s (CCB) administration of his fixed-sum loan. What happened In September 2023, Mr R took out a fixed-sum loan for £2,000 with CCB. The agreement required him t... (4 pages)View decision -
Decision Reference DRN-5891049
6 Nov 2025 Shard Capital Partners LLP Not upheldPensions and AnnuitiesDRN-5891049 The complaint Mr C complains that Shard Capital Partners LLP (Shard) was negligent in managing and administering his self-invested personal pension (SIPP) that was held on its platform. He says Shard allowed transactions to proceed on its platform without taking adequate ste... (3 pages)View decision -
Decision Reference DRN-5920777
6 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5920777 The complaint Mrs H complains that Aviva Life & Pensions UK Limited unfairly declined to continue to pay her benefit for a claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve ... (3 pages)View decision -
Decision Reference DRN-5873275
6 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5873275 The complaint Mr L is unhappy with the service received from Vanquis Bank Limited (“Vanquis”) on the telephone regarding his credit card. What happened Mr L called Vanquis on 16 April 2025 to raise a fraudulent claim regarding some transactions on his card account. He was un... (2 pages)View decision -
Decision Reference DRN-5853340
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5853340 The complaint Mr J complains that Revolut Ltd (Revolut) has treated him unfairly regarding a transaction on his debit card for holiday accommodation. What happened On 2 March 2025 Mr J paid £321.56 to a booking platform, who I’ll call B, using his Revolut debit card. The pay... (3 pages)View decision -
Decision Reference DRN-5816710
6 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5816710 The complaint Mr D says that Aviva Life & Pensions UK Limited (Aviva) treated him unfairly when it accepted his application for his defined benefit (DB) pension to be transferred to an Aviva personal pension. He says Aviva should compensate him for his losses arising fro... (4 pages)View decision -
Decision Reference DRN-5836413
6 Nov 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5836413 The complaint Mr S complains that The Co-operative Bank Plc unfairly declined his Section 75 claim. What happened In November 2022, Mr S bought a high-spec gaming laptop from a supplier I’ll call “C”; he paid around £1,100 for it. Around 18 months later, in May 2024, Mr S’... (4 pages)View decision -
Decision Reference DRN-5456977
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5456977 The complaint Mrs R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund her the money she lost, after she fell victim to an investment scam. Mrs R has brought her complaint to this service with the assistance of a professional representa... (4 pages)View decision