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 366874 results
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Decision Reference DRN-5131809
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5131809 The complaint Mr S says Revolut Ltd (“Revolut”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr S says there are s... (2 pages)View decision -
Decision Reference DRN-5520851
30 Apr 2025 Sesame Limited UpheldInvestmentsDRN-5520851 The complaint Mr S has complained about investment advice received from Sesame Limited (‘Sesame’) for a trust I shall refer to as ‘The BS Children’s Trust’. He has also complained about non- disclosure of fees, holding client money and churning of the investments held. To pu... (10 pages)View decision -
Decision Reference DRN-5520812
30 Apr 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5520812 The complaint Mr P complains about the service he received from Kroo Bank Ltd (“Kroo”) when it applied restrictions to his account without providing a reason. In particular, Mr P is unhappy about the amount of time it took for Kroo to lift the restrictions on his account. Wh... (4 pages)View decision -
Decision Reference DRN-5505742
30 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5505742 The complaint Mr S complains that BMW Financial Services (GB) Limited (“BFS”) has incorrectly recorded a missed payment for December 2023 on his credit file. He also says it charged him more than it should have on a previous credit agreement that has now ended. Mr S also say... (2 pages)View decision -
Decision Reference DRN-5335973
30 Apr 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5335973 The complaint Miss C complains about a car supplied to her using a hire purchase agreement taken out with Specialist Motor Finance Limited (“SMFL”). What happened In March 2024, Miss C acquired a used car using a hire purchase agreement with SMFL. The car was around nine ye... (4 pages)View decision -
Decision Reference DRN-5516916
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5516916 The complaint Mr G complains that Revolut Ltd won’t refund payments he didn’t make or otherwise authorise. What happened In November 2023, Mr G received a call from someone purporting to be from his bank “N”. He’s explained that a few days prior to receiving the call, he ha... (5 pages)View decision -
Decision Reference DRN-4885750
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4885750 The complaint Mr I complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as a result of a job scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr I throughout this decision. What happened The background to this com... (3 pages)View decision -
Decision Reference DRN-5397092
30 Apr 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5397092 The complaint Mr T has complained about the price HDI Global Speciality SE has charged for his pet insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: In 2014, Mr T took out a pet insurance policy for his dog, through a... (3 pages)View decision -
Decision Reference DRN-5488483
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5488483 The complaint Mrs N complains on behalf of Ms P about the service received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) when registering a Deputyship Order on Ms P’s account. In particular, Mrs N is unhappy she wasn’t notified about the stop put on the a... (4 pages)View decision -
Decision Reference DRN-5343310
30 Apr 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5343310 The complaint Mr R complains about excess mileage charges when his agreement with LeasePlan UK Limited ended. What happened In July 2016 Mr R was supplied with a van and entered into a hire agreement with LeasePlan. The rental term was 36 months with monthly rentals of £248.... (2 pages)View decision
