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 385994 results
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Decision Reference DRN-5439348
9 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5439348 The complaint Mr B complains that the overdraft charges Santander UK Plc applied to his account were unaffordable and contributed to his financial difficulties. What happened Mr B held a Santander current account which had an associated overdraft with a limit of £1,000. In... (3 pages)View decision -
Decision Reference DRN-5411827
9 Apr 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5411827 The complaint Mr H complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks. For ease, in my decision I will refer to Mr H when talking about him or his representative. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5469584
9 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5469584 The complaint A, a limited company, complains Aviva Insurance Limited didn’t respond to a claim against its property owners insurance policy fairly. A is represented by Mr B, one of its directors. For ease of reading, references to Aviva include the actions of its agents. ... (2 pages)View decision -
Decision Reference DRN-5469568
9 Apr 2025 Western Union Payment Services GB Limited UpheldBanking and PaymentsDRN-5469568 The complaint Mr R complains Western Union Payment Services GB Limited (WU) failed to refund a payment he cancelled, causing him significant financial hardship. What happened Mr R explained he arranged a money transfer with WU in November 2024 for just over £1,000. Mr R said... (3 pages)View decision -
Decision Reference DRN-5465824
9 Apr 2025 St. James's Place Wealth Management Plc UpheldInsuranceDRN-5465824 The complaint Mr K says he was mis-sold a life and critical illness insurance policy in 2021 by St. James's Place Wealth Management Plc (‘SJP’). What happened In 2021 Mr K took out a life and critical illness insurance policy. He was advised to take out the policy by SJ... (4 pages)View decision -
Decision Reference DRN-5404674
9 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5404674 The complaint The estate of Mr P complains National Westminster Bank PLC (NatWest) accepted a death certificate from a third party and didn’t freeze Mr P’s bank accounts until probate was granted. What happened The estate of Mr P explained it understands the registry for dea... (3 pages)View decision -
Decision Reference DRN-5469443
9 Apr 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5469443 The complaint Miss G complains about the service she received from Hargreaves Lansdown Asset Management Limited (referred to as “HL”). Miss G requested HL to send her correspondence digitally (as well as in the post) which HL ignored, even after she told them she was neurod... (4 pages)View decision -
Decision Reference DRN-4938033
9 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4938033 The complaint Ms N complains Revolut Ltd didn’t do enough to protect her when she lost money to an investment scam, and subsequently a recovery scam. In bringing this complaint Ms N is being represented by a claims management company, I’ll refer to as “R”. What happened Ms... (8 pages)View decision -
Decision Reference DRN-5180449
9 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5180449 The complaint Mr H complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr H saw an advertisement for an investment on a social media site, for a company I’ll refer to as M. The investment involved trad... (5 pages)View decision -
Decision Reference DRN-5468486
9 Apr 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5468486 The complaint Mr S complains that the car he acquired financed through a hire purchase agreement with MotoNovo was misrepresented to him. What happened In May 2022 Mr S acquired a car financed through a hire purchase agreement with MotoNovo. The car failed its MOT in 2023 an... (4 pages)View decision
