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 364862 results
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Decision Reference DRN-5330715
27 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5330715 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited placed a marker on his vehicle which showed it was an insurance ‘write off’. He says this caused him a financial loss as he couldn’t sell it. What happened Mr K held an insurance policy underwritten by ... (4 pages)View decision -
Decision Reference DRN-4870532
27 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-4870532 The complaint A limited company, T, complains that Zempler Bank Limited trading as Cashplus Bank (as the recipient bank) didn’t do enough to prevent the loss it suffered when it sent a payment to one of its accountholders as the result of a scam. Mr K is a director of T and... (5 pages)View decision -
Decision Reference DRN-5432335
27 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5432335 The complaint Mr and Mrs M have complained that their home insurer, Royal & Sun Alliance Insurance Limited (RSA), turned down a claim they made after their roof was torn off their house in a storm. RSA is the underwriter of this policy i.e., the insurer. During the clai... (5 pages)View decision -
Decision Reference DRN-5432322
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5432322 The complaint Mr N complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5106203
27 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5106203 The complaint Mr J, as the director of J is bringing a complaint that Lloyds Bank PLC decided not to refund J after being the victim of a scam. J is bringing its complaint using a claims management company which I’ll refer to as K. What happened J invested in a company I’l... (6 pages)View decision -
Decision Reference DRN-5271915
27 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5271915 The complaint Miss J complains that Volkswagen Financial Services (UK) Limited (‘VWFS’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In May 2017 Miss J acquired a used car financed by a hire purchase agreement from VWFS. Mi... (4 pages)View decision -
Decision Reference DRN-5093809
27 Mar 2025 Assetz SME Capital Limited Not upheldInvestmentsDRN-5093809 The complaint Mr T complains about the decision made by Assetz SME Capital Limited to introduce a fee when he withdraws money from his peer-to-peer (P2P) lending account – he doesn’t think it is justified in imposing the fee. What happened Mr T opened an account with Assetz... (6 pages)View decision -
Decision Reference DRN-5403280
27 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5403280 The complaint Mr F complains that Kroo Bank Ltd restricted access to his account and took too long to give him access to the money it was holding for him. What happened In October 2024 Mr F attempted to make a payment from his account with Kroo but the payment wasn’t made im... (2 pages)View decision -
Decision Reference DRN-5196273
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5196273 The complaint Miss Z complains Revolut Ltd (“Revolut”) won’t the money she lost when she fell victim to an employment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points a... (3 pages)View decision -
Decision Reference DRN-4909604
27 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4909604 The complaint A limited company, T, complains that J.P Morgan Europe Limited trading as Chase (as the recipient bank) didn’t do enough to prevent the loss it suffered when it sent a payment to one of its accountholders as the result of a scam. Mr K is a director of T and ha... (2 pages)View decision
