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 386796 results
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Decision Reference DRN-6038737
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6038737 The complaint Mr H complains that Revolut Ltd will not reimburse funds he lost as a result of several scams. Mr H is represented by a firm, for ease I have only referred to Mr H in my decision. What happened The details of this complaint are well known to both parties so I w... (3 pages)View decision -
Decision Reference DRN-5761097
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5761097 The complaint Mr Q complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr Q is being represented by a third party. To keep things simple, I will refer to Mr Q throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5827353
19 Dec 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5827353 The complaint H complains that Amazon Payments UK Limited (“APUK”) have unfairly deactivated its account and restricted access to its account balance. H is represented in bringing its complaint to us by its owner, Mr K. What happened H is a seller on Amazon. In late 2024, AP... (2 pages)View decision -
Decision Reference DRN-5983559
19 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5983559 The complaint Mrs M and Mr P have complained about Inter Partner Assistance SA’s handling of a travel insurance claim. Inter Partner Assistance SA underwrites the policy – all references to IPA include its agents. What happened The background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-5966360
19 Dec 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5966360 The complaint Mr J’s complaint is about a claim he made on his ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy, which was declined. Mr J feels that ARAG treated him unfairly. In this decision all references to ARAG includes their claims... (2 pages)View decision -
Decision Reference DRN-4850635
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4850635 The complaint Mr N complains that Revolut Ltd has declined to reimburse a payment made as part of a scam. What happened Mr N received a call from a scammer purporting to be one of his banking providers. He now believes they obtained his details when he previously responded t... (3 pages)View decision -
Decision Reference DRN-6008670
19 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-6008670 The complaint Mr K complains that Wise Payments Limited will not reimburse funds he said he lost to an investment scam. Mr K is professionally represented, for ease I have only referred to Mr K in this decision. What happened In summary Mr K said he decided to invest in spor... (2 pages)View decision -
Decision Reference DRN-5941134
19 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5941134 The complaint Mr M complains that the car he acquired form Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) was mis sold to him. What happened Mr M entered into an agreement with VWFS in October 2022 to acquire a used car. It was around ... (3 pages)View decision -
Decision Reference DRN-5895744
19 Dec 2025 London General Insurance Company Limited UpheldInsuranceDRN-5895744 The complaint Mr A complains about the costs incurred due to London General Insurance Company Limited’s (LG) actions following a claim on a motor warranty. What happened Mr A took out a motor warranty with LG in February 2023. I’m sorry to hear Mr A’s car suffered a transmis... (3 pages)View decision -
Decision Reference DRN-6008657
19 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6008657 The complaint Mr K complains that HSBC UK Bank Plc trading as first direct will not reimburse funds he said he lost to an investment scam. Mr K is professionally represented, for ease I have only referred to Mr K in this decision. What happened In summary Mr K said he decide... (2 pages)View decision
