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-5421696
24 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5421696 The complaint Mrs W complains Cabot Credit Management Group Limited have contacted her regarding a debt for an account she doesn’t believe they have authority to do so. Mrs W is also concerned that she’s told Cabot she’s vulnerable, but they’ve continued contacting her when ... (4 pages)View decision -
Decision Reference DRN-5300902
24 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5300902 The complaint Mr L has complained about the way Covea Insurance plc handled his claim under his van insurance policy, including what it paid in settlement of it. What happened The background to Mr L’s complaint is well known to both Covea and Mr L, so I will not repeat it h... (5 pages)View decision -
Decision Reference DRN-4904847
24 Mar 2025 Santander UK Plc Not upheldInvestmentsDRN-4904847 The complaint Mrs S’s complaint against Santander UK Plc is about the service she received in relation to her investment accounts. She says investments in her ISA didn’t match her agreed attitude to risk and that the annual reviews of her investments in 2021 and 2022 were un... (5 pages)View decision -
Decision Reference DRN-5407311
24 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5407311 The complaint Mr B complains Kroo Bank Ltd (“Kroo”) incorrectly applied a fraud marker against him and closed his account. Mr B says Kroo’s actions have caused him significant distress, financial hardship, and inconvenience. To put things right, Mr B wants the marker removed... (3 pages)View decision -
Decision Reference DRN-5421827
24 Mar 2025 Wakam UpheldInsuranceDRN-5421827 The complaint Mr M complains about Wakam’s decision to decline a claim he made under his car insurance policy. What happened Mr M held a car insurance policy underwritten by Wakam. In May 2024, Mr M noticed scratches to the side of the car, which he said were caused by vand... (3 pages)View decision -
Decision Reference DRN-4740980
24 Mar 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-4740980 The complaint Mr C complains that Wise Payments Limited won’t refund money he lost when he fell victim to a job scam. Mr C is represented by a firm I’ll refer to as “E”. What happened The background of this complaint is well known to both parties so I’ll only refer to the ... (5 pages)View decision -
Decision Reference DRN-5421723
24 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5421723 The complaint W a club complains that Zempler Bank Limited (trading as Cashplus) asked it to provide information and blocked its account. W’s complaint has been brought to our service by its secretary, Mr W. What happened The detailed background to this complaint is well k... (5 pages)View decision -
Decision Reference DRN-4918044
24 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4918044 The complaint Mr and Mrs A complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost when they say they fell victim to an investment scam. What happened Mr and Mrs A say that they were persuaded to invest with a company I’ll refer to as H in ... (4 pages)View decision -
Decision Reference DRN-4858338
24 Mar 2025 ReAssure Limited UpheldInsuranceDRN-4858338 The complaint The trustees of the S Trust, represented by Mrs S, complain about ReAssure Limited. They’re unhappy with incorrect information they’ve received relating to a reviewable whole of life (RWOL) policy the Trust holds. What happened The S Trust holds a RWOL policy w... (3 pages)View decision -
Decision Reference DRN-5206430
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5206430 The complaint Mr M complains Revolut Ltd treated him unfairly when it recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr M held an account with Revolut. On... (3 pages)View decision
