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 381194 results
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Decision Reference DRN-5241542
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5241542 The complaint Mr S complains that Revolut Ltd failed to protect him when he fell victim to a cryptocurrency investment scam. Mr S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and... (11 pages)View decision -
Decision Reference DRN-5085258
24 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5085258 The complaint Mrs S is unhappy that Barclays Bank UK PLC decided not to refund her after she’d been the victim of a scam. Mrs S is bringing her complaint using a claims management company which I’ll refer to as J. What happened Mrs S decided to invest in a company I’ll refe... (4 pages)View decision -
Decision Reference DRN-5301659
24 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5301659 The complaint Miss H is unhappy that Legal and General Assurance Society Limited have declined a claim she made on her income protection policy. What happened Miss H made a claim on her income protection policy. Legal and General declined the claim. Miss H made a complaint t... (2 pages)View decision -
Decision Reference DRN-4976356
24 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4976356 The complaint Mr H complains about the service he’s received from Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (“Skoda”). He says it’s holding him to the mileage allowance on his credit agreement. What happened In February 2023, Mr H took ou... (3 pages)View decision -
Decision Reference DRN-5094162
24 Mar 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5094162 The complaint Mr C’s Personal Pension (‘PP’) is provided by Phoenix Life CA Limited (‘Phoenix’), formerly Sun Life Assurance Company of Canada (UK) Limited (‘SLOC’). He says Phoenix gave him conflicting and misleading information, between 2019 and 2023, in response to his on... (4 pages)View decision -
Decision Reference DRN-4989422
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4989422 The complaint Mr A complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr A has explain... (4 pages)View decision -
Decision Reference DRN-5359476
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5359476 The complaint Miss A complains that Santander UK Plc did not reimburse the payments she says she lost to a scam. What happened Miss A found an advert for pedigree kittens online. She paid a £50 deposit to view the kittens and chose one to buy initially. Following a discussio... (3 pages)View decision -
Decision Reference DRN-4990327
24 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4990327 The complaint Mr C is unhappy with a decision taken by American Express Services Europe Limited (“AESEL”) to refuse a refund request he made to it for £1,131.40. What happened On 19 August 2023 Mr C purchased two televisions (from a retailer I will call “X”) via an online ma... (3 pages)View decision -
Decision Reference DRN-5302813
24 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5302813 The complaint Mr and Mrs R complain that Barclays Bank UK PLC (Barclays) caused confusion when they tried to pay a third party using a cheque. They said they received conflicting information from Barclays, which in turn caused them distress and inconvenience. They’re not sat... (2 pages)View decision -
Decision Reference DRN-5421085
24 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5421085 The complaint Mr W has complained about the way American Express Services Europe Limited (“AESEL”) dealt with his request for money back. What happened In September 2023 Mr W paid around £1,500 using his AESEL credit card for dental treatment from a supplier I’ll call “S”. ... (5 pages)View decision
