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 393318 results
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Decision Reference DRN-5267626
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267626 The complaint Miss K is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss K fell victim to a series of investment-linked scams. Between February 2023 and February 2024, she made over 60 payments to the ... (3 pages)View decision -
Decision Reference DRN-5759542
18 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5759542 The complaint Mr G complaints Capital One (Europe) plc (“Capital One”) irresponsibly lent to him. Mr G is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr G throughout. What happened Mr G had two credit cards with Capital One. Th... (3 pages)View decision -
Decision Reference DRN-5755280
18 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5755280 The complaint Mr F complains Bank of Scotland plc (trading as Halifax) failed to help him get all his money back for legal work he says he paid for but didn’t receive. What happened I issued my provisional decision on 11 August 2025. An extract from that decision can be fou... (9 pages)View decision -
Decision Reference DRN-5629554
18 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5629554 The complaint Mr B complains NewDay Ltd trading as AO Finance (NewDay) failed to carry out sufficient financial checks before approving two finance accounts for him. What happened Mr B says NewDay approved two finance accounts for him in January 2020 (FA1) and December 2022 ... (3 pages)View decision -
Decision Reference DRN-5759977
18 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5759977 The complaint Mr T is unhappy that he cannot change his annual mileage set on a hire agreement he entered into with BMW Financial Services (GB) Limited (BF). He is also unhappy with the customer service he received from them. What happened In August 2023, Mr T entered into ... (3 pages)View decision -
Decision Reference DRN-5724001
18 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5724001 The complaint Mr A and Mrs A have complained about how Royal & Sun Alliance Insurance Limited trading as More Th>n (RSA) dealt with a claim under their home insurance policy. What happened Mr A and Mrs A contacted RSA to report storm damage to their home. They later ... (2 pages)View decision -
Decision Reference DRN-5743617
18 Aug 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5743617 The complaint Mrs S complains about the service she received from Cynergy Bank Plc (“Cynergy”) when she instructed it to close her ISA and transfer the funds to an ISA account held externally. In particular, she is unhappy that Cynergy closed her ISA prior to making the tran... (4 pages)View decision -
Decision Reference DRN-5758728
18 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5758728 The complaint A company, which I will refer to as O, complains that Barclays Bank UK Plc’s actions in relation to its ability to collect direct debits resulted in the loss of thousands of its subscribers. What happened This complaint from O is solely against Barclays Bank U... (8 pages)View decision -
Decision Reference DRN-5232835
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5232835 The complaint Mr H complains Revolut Ltd won’t reimburse him after he fell victim to an investment scam. Mr H is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr H directly. What happened Mr H ha... (5 pages)View decision -
Decision Reference DRN-5760188
18 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5760188 The complaint Mr F has complained about the investment advice he received from Hargreaves Lansdown Asset Management Limited (HLAM). He feels HLAM advised him to remain in poorly performing funds when he raised concerns about performance causing him to suffer a financial loss... (5 pages)View decision