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 392389 results
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Decision Reference DRN-5375083
1 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5375083 The complaint Miss W complains about poor customer service she received from Hargreaves Lansdown Asset Management Limited (Hargreaves) which resulted in delays and a loss of income from her investment in UK government bonds. What happened Miss W held an execution only accou... (3 pages)View decision -
Decision Reference DRN-5278469
1 Aug 2025 Crowdcube Capital Limited Not upheldInvestmentsDRN-5278469 The complaint Mr S complains Crowdcube Capital Limited have failed to properly support him when he was trying to exercise his rights as a shareholder in relation to an investment it arranged for him on its platform. What happened In 2019, Mr S invested around £10,000 in sha... (3 pages)View decision -
Decision Reference DRN-5571802
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5571802 The complaint Miss L has complained about Santander UK Plc not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Miss L fell victim ... (3 pages)View decision -
Decision Reference DRN-5628848
1 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5628848 The complaint Mrs T complained because Barclays Bank UK PLC refused to refund her for transactions which she said she didn’t make. What happened On 17 and 24 February 2025, Mrs T contacted Barclays. She raised multiple claims about different transactions. Barclays sent her ... (4 pages)View decision -
Decision Reference DRN-5370762
1 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5370762 The complaint Mr B complains that a car supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD (CAF) was of unsatisfactory quality. What happened In October 2022 Mr B entered into a personal contract purchase agreement with CAF to acquire a used car. The... (4 pages)View decision -
Decision Reference DRN-5383176
1 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5383176 The complaint A trust I shall refer to as E complains that Barclays Bank UK Plc have declined to refund them for funds they lost from a misappropriated cheque. The complaint has been brought by the trustees of N, and they have appointed professional representatives. But for... (5 pages)View decision -
Decision Reference DRN-5631654
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5631654 The complaint Mr K complains about AXA Insurance UK Plc’s handling of a claim on a motor insurance policy. All references to AXA include its agents. What happened Mr K had a motor insurance policy with AXA. In October 2024, he was involved in an accident. This was initially ... (2 pages)View decision -
Decision Reference DRN-5729989
1 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5729989 The complaint Mr L complains that Revolut hasn’t refunded him after unauthorised transactions were made on his account. What happened In February and March 2024, Mr L reported unauthorised transactions (transfers, card payments and cryptocurrency withdrawals) on his account ... (7 pages)View decision -
Decision Reference DRN-5718152
1 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5718152 The complaint Mr H complains that Lloyds Bank PLC lent to him irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. On April 2003, Mr H applied for an overdraf... (5 pages)View decision -
Decision Reference DRN-5730973
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5730973 The complaint Mr C complains about how AXA Insurance UK Plc (‘AXA’) handled a claim made on his car insurance policy. What happened Mr C was involved in an accident with another vehicle on 12 October 2024. He reported the incident to AXA on 13 October 2024 saying that the t... (6 pages)View decision