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 386169 results
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Decision Reference DRN-5421332
2 Apr 2025 Openwork Limited UpheldMortgagesDRN-5421332 The complaint Mr A and Mrs H complain about advice given by a mortgage broker working under the umbrella of Openwork Limited. They said they were wrongly told they could reclaim an Early Repayment Charge, and they lost money as a result of this. What happened Mr A and Mrs H ... (6 pages)View decision -
Decision Reference DRN-5209772
2 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5209772 The complaint Ms A complains about the quality of a car she has been financing through an agreement with Stellantis Financial Services UK Limited (Stellantis) trading as Vauxhall Finance. Ms A has been represented by her daughter. For ease, and because Ms A is the person nam... (3 pages)View decision -
Decision Reference DRN-4995872
2 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4995872 The complaint Mr S complains that Revolut Ltd hasn’t reimbursed the money he lost to a scam. What happened Mr S has fallen victim to a cryptocurrency investment scam. He was introduced to a company I’ll refer to as ‘X’ by a friend, who had seen some initial success in tradin... (8 pages)View decision -
Decision Reference DRN-5327979
2 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5327979 The complaint Mr H complains that Liverpool Victoria Insurance Company Limited (“LVI”) asked him to return a duplicate settlement despite his claim not being fulfilled correctly. What happened Mr H had buildings and contents insurance underwritten by LVI. In 2023, LVI accept... (2 pages)View decision -
Decision Reference DRN-5183568
2 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5183568 The complaint Mr B is the director of a company, which I will refer to as M. Mr B complains on behalf of M that Starling Bank Limited unfairly closed M’s business bank account and refused to offer M another account, without providing a proper explanation. Mr B says Staring ... (3 pages)View decision -
Decision Reference DRN-5348720
2 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5348720 The complaint Mr H is unhappy with the premium Royal & Sun Alliance Insurance Limited said it would charge at renewal of his lifetime pet insurance policy. What happened In 2023 Mr H took out pet insurance with RSA covering his two dogs. The annual premium was around £22... (2 pages)View decision -
Decision Reference DRN-5153158
2 Apr 2025 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-5153158 The complaint Miss P complains Remitly U.K., Ltd. won’t refund her for payments made in connection with a scam. What happened Miss P was contacted via a messaging app about a remote job opportunity with a company, “M”, which involved completing tasks on a platform in return ... (2 pages)View decision -
Decision Reference DRN-5443211
2 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5443211 The complaint Mr and Mrs K complain that National Westminster Bank Plc lost the deeds to their property. What happened Mr and Mrs K lodged the deeds to their property in NatWest’s safe custody over 50 years ago. However, when they went to the branch to collect the deeds, th... (4 pages)View decision -
Decision Reference DRN-5198216
2 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5198216 The complaint Mrs B complains that Revolut Limited (‘Revolut’) won’t refund the money she lost when she fell victim to a scam. What happened Mrs B says that a friend of hers introduced her to a job opportunity with a company I’ll call J. The job involved completing review t... (4 pages)View decision -
Decision Reference DRN-5355487
2 Apr 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5355487 The complaint Mr and Mrs J complain that Hiscox Insurance Company Limited (“HIC”) paid less than the value of their personal possessions when they claimed under their contents insurance following the theft of items specified in their policy. The policy was in joint names but... (3 pages)View decision
