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-4870033
2 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4870033 The complaint Mr R complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Between August and September 2023, Mr R lost just over £10,000 to an investment scam over the course of three payments. Our investigator did... (2 pages)View decision -
Decision Reference DRN-5346700
2 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5346700 The complaint Miss A complains American Express Services Europe Limited (‘AESEL’) didn’t communicate fairly with her regarding her credit card account. Miss A would like her concerns to be addressed. What happened Miss A held a Platinum credit card with AESEL and applied f... (2 pages)View decision -
Decision Reference DRN-4941549
2 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4941549 The complaint Mr J is unhappy that Wise Payments Limited haven’t refunded money he lost as a result of a scam. Mr J is being represented by a claims management company but for ease of reference I’ll only refer to Mr J here. What happened The detailed background to this com... (3 pages)View decision -
Decision Reference DRN-4921294
2 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4921294 The complaint Mr J is unhappy that Santander Ltd haven’t refunded money he lost as a result of a scam. Mr J is being represented by a claims management company but for ease of reference I’ll only refer to Mr J here. What happened The detailed background to this complaint i... (4 pages)View decision -
Decision Reference DRN-5003378
2 Apr 2025 Taylor Hartley Limited UpheldInvestmentsDRN-5003378 The complaint Mr Y complains that Taylor Hartley Limited: 1. Didn’t set up an investment bond in joint names with his daughters as agreed. 2. Charged ongoing advice fees for 2020, 2021 and 2022 without any contact or review taking place. He wants Taylor Hartley to refund it... (4 pages)View decision -
Decision Reference DRN-5448739
2 Apr 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5448739 The complaint Mrs N complains Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) misled her when she applied for a personal loan. Mrs N wants Tesco’s hard search removing from her credit file. What happened Mrs N complained to Tesco that they’d said she was 95% likely to... (4 pages)View decision -
Decision Reference DRN-5070558
2 Apr 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5070558 The complaint Mr B complains about a car supplied to him using a hire purchase agreement taken out with Startline Motor Finance Limited (“Startline”). What happened In February 2023, Mr B acquired a used car using a hire purchase agreement with Startline. The car was around... (6 pages)View decision -
Decision Reference DRN-5341714
2 Apr 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5341714 The complaint This complaint is about two buy-to-let (BTL) mortgages that Mr J used to hold with Bank of Ireland (UK) Plc (BOI). The essence of the complaint is that Mr J believes BOI has overcharged interest on both mortgages. What happened The broad circumstances of this ... (3 pages)View decision -
Decision Reference DRN-5293145
2 Apr 2025 Independent Financial Advice Bureau Not upheldInvestmentsDRN-5293145 The complaint Mr F2, as executor, complains on behalf of the estate of Mr F1 and Mrs F about the Inheritance Tax (‘IHT’) advice they received from Independent Financial Advice Bureau (‘IFAB’) which resulted in an IHT liability which could’ve been avoided. In summary, he says... (8 pages)View decision -
Decision Reference DRN-5448482
2 Apr 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5448482 The complaint Mr W is upset that The Co-operative Bank Plc (The Co-op) allowed a third party to amend details on his credit card account and restricted his access to it. What happened In September 2024 Mr W discovered that a third party had been allowed to amend the email, a... (2 pages)View decision
