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 366763 results
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Decision Reference DRN-5420682
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5420682 The complaint Nr N complains Revolut Ltd (“Revolut”) won’t reimburse money he lost when he fell victim to a scam. What happened Nr N paid over £100,000 over multiple transaction between 4 May 2023 and 26 May 2023, to what he was led to believe was an employment opportunity ... (2 pages)View decision -
Decision Reference DRN-5508210
2 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5508210 The complaint Miss T complains that NewDay Ltd hasn’t refunded all of her losses relating to a claim she made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In early 2022, Miss T paid for building works to her property to be completed by a com... (3 pages)View decision -
Decision Reference DRN-5528522
2 May 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5528522 The complaint Ms M has complained that Madison CF UK Limited trading as 118 118 Money (“Madison”) gave her loans that she couldn’t afford to repay. What happened A summary of Ms M’s borrowing can be found in the table below. loan number loan amount total to repay agreement... (5 pages)View decision -
Decision Reference DRN-5512583
2 May 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5512583 The complaint Mr H complains through a representative that STARTLINE MOTOR FINANCE LIMITED (“Startline”) failed to conduct proportionate affordability checks before it lent to him. What happened In December 2023, Startline provided Mr H with a hire purchase agreement for a ... (3 pages)View decision -
Decision Reference DRN-5157344
2 May 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5157344 The complaint N, a community interest company, complains PayPal UK Ltd withheld a refund from it. What happened N had a professional subscription to pay, and instead of selecting monthly payments an annual payment was chosen. This meant over £300 was taken from N’s PayPal ... (3 pages)View decision -
Decision Reference DRN-5381782
2 May 2025 NCO Europe Limited UpheldConsumer CreditDRN-5381782 The complaint Mr C is unhappy with the service he has received from NCO Europe Limited (NCO) which relates to his fixed sum loan agreement. What happened In June 2024 Mr C’s original creditor sold his debt to Company A. To service the debt on its behalf, Company A appointe... (2 pages)View decision -
Decision Reference DRN-5178508
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5178508 The complaint Mr F complains that Santander UK Plc won’t refund the money he lost when he was the victim of blackmail. What happened In February 2024, Mr F met a woman on a social media platform and they started talking, firstly on the platform and then through an instant m... (3 pages)View decision -
Decision Reference DRN-5226980
2 May 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5226980 The complaint Mr M has complained about the advice he received from St James’s Place Wealth Management Plc (‘SJPWM’) to invest into Venture Capital Trusts (‘VCTs’). He says some of the investments weren’t appropriate for him and put him in a position where he couldn’t meet h... (11 pages)View decision -
Decision Reference DRN-5350117
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350117 The complaint Mrs J complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In late 2023, Mrs J was looking for help after falling victim to a loan scam. She came across an advert for a recovery company who claimed to be a... (4 pages)View decision -
Decision Reference DRN-5268548
1 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5268548 The complaint Miss R complains about the way AXA Insurance UK Plc (“AXA”) proportionately settled her claim following a fire at her property, and the distress it’s caused her through its handling of her claim. Any reference in this decision to AXA includes its appointed agen... (7 pages)View decision
