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 385419 results
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Decision Reference DRN-4827214
4 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4827214 The complaint Mrs L 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 L came across an advert on a social media platform about investing in cryptocurrency. She followed a link in the advert to fill ... (4 pages)View decision -
Decision Reference DRN-5424784
3 Apr 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5424784 The complaint Mr R complains that his mobile phone insurance policy had been cancelled and that Assurant General Insurance Limited didn’t accept his claim. What happened Mr R took out insurance for a mobile phone. Assurant was the insurer. The policy was administered by ano... (3 pages)View decision -
Decision Reference DRN-5393552
3 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5393552 The complaint Miss I has complained that Capital One (Europe) plc unfairly reported negative information about her account to credit reference agencies (‘CRAs’). What happened In July 2024, Miss I contacted Capital One, to explain her financial situation. It agreed to give h... (2 pages)View decision -
Decision Reference DRN-5367945
3 Apr 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5367945 The complaint Mr F complains that Aviva Life & Pensions UK Limited (Aviva) didn’t inform him that his pension policy had matured when he reached 75. He said this error left him significantly worse off in retirement. What happened Mr F had an international personal pensio... (6 pages)View decision -
Decision Reference DRN-5380786
3 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5380786 The complaint Miss F has complained that Monzo Bank Ltd didn’t cancel her credit card with it, and her account was later defaulted. What happened Miss F took out a credit card with Monzo on 22 June 2019. She’s explained she did this by mistake. On 23 May 2022, she asked Monz... (2 pages)View decision -
Decision Reference DRN-5453145
3 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5453145 The complaint Mr C complaints that Revolut Ltd (‘Revolut’) did not refund a series of payments he lost to a job scam. Mr C is being represented, however, to keep things simple, I’ll refer to Mr C throughout this decision. What happened The background to this complaint is wel... (8 pages)View decision -
Decision Reference DRN-4884395
3 Apr 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-4884395 The complaint Mrs P has complained about the service received after returning an item she bought using her Frasers Group Financial Services Limited (“FGFS”) running account credit agreement. What happened The circumstances of the complaint are well known to the parties, so ... (3 pages)View decision -
Decision Reference DRN-5236584
3 Apr 2025 HSBC UK Bank Plc UpheldInvestmentsDRN-5236584 The complaint Mr and Mrs B complain about the advice they received from HSBC UK Bank Plc (‘HSBC’) about their Capital Gains Tax (‘CGT’) situation. To put things right, they’d like compensation for financial losses claimed, as well as distress and inconvenience caused. What... (5 pages)View decision -
Decision Reference DRN-4840062
3 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4840062 The complaint Mr B complains Metro Bank PLC unfairly refused to refund a large sum of payments he says he didn’t make and closed his account. He also says he was treated insensitively. He wants his account reopened and the payments refunded. What happened Mr B held a current... (3 pages)View decision -
Decision Reference DRN-5280453
3 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5280453 The complaint Miss L and Mr W are unhappy that Admiral Insurance (Gibraltar) Limited declined a claim they made on their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focu... (2 pages)View decision
