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 381196 results
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Decision Reference DRN-5382432
30 Sep 2025 Prosper Capital LLP UpheldInvestmentsDRN-5382432 The complaint Mr C complains he was misled about the details of a property investment he made through Crowd2Let.com (C2L), which was an appointed representative (AR) of Prosper Capital LLP. What happened C2L ran a crowdfunding platform. Investors could buy shares in compani... (15 pages)View decision -
Decision Reference DRN-5812517
30 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5812517 The complaint Mr D complains about how UK Insurance Limited (‘UKI’) handled a claim on his motor insurance. Mr D’s policy was sold and is administered by a third-party company on UKI’s behalf and all Mrs D’s correspondence has been with this company. However, UKI is the poli... (3 pages)View decision -
Decision Reference DRN-5832292
30 Sep 2025 Howden UK Brokers Limited Not upheldInsuranceDRN-5832292 The complaint A sports club, which I will refer to as N, has complained that it was mis-sold a club insurance policy by Howden UK Brokers Limited. Mr A, as a trustee of N, has brought the complaint on its behalf. What happened In 2023, Howden sold a club policy to N, acting ... (4 pages)View decision -
Decision Reference DRN-5851065
30 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5851065 The complaint Mr C has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In summary, Mr C fell victim to a cryptocurrency investment scam. The scammers told Mr C to pay up-front fees in order to withdraw his investm... (5 pages)View decision -
Decision Reference DRN-5520445
30 Sep 2025 Rockland Risk Services Limited UpheldInsuranceDRN-5520445 The complaint Mr M complains Rockland Risk Services Limited trading as IGG Insurance Brokers (IGG) mis-sold him a commercial property insurance policy. What happened Mr M owns a property which he lets to a local authority. He asked IGG to arrange insurance on his behalf. IG... (3 pages)View decision -
Decision Reference DRN-5840745
30 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5840745 The complaint Mrs N on behalf of Miss N complains that NewDay Ltd trading as Fluid Credit Card (NewDay) lent to her irresponsibly. What happened Miss N opened a credit card account with NewDay in January 2022 with a credit limit of £1,500. Miss N complained to NewDay about... (3 pages)View decision -
Decision Reference DRN-5387573
30 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5387573 The complaint Mrs B complains that Revolut Ltd hasn’t refunded two transactions that left her account due to her falling victim to a safe account scam. What happened Mrs B received a delivery scam phishing text message and as she was expecting a delivery, input her card deta... (3 pages)View decision -
Decision Reference DRN-5842123
30 Sep 2025 Euroins AD Not upheldInsuranceDRN-5842123 The complaint Mr D and Miss D complain about Euroins AD’s handling of their travel insurance claim. What happened Mr D and Miss D held a single trip travel insurance policy with Euroins. They were due to travel abroad in December 2022. They arrived at the airport and checke... (5 pages)View decision -
Decision Reference DRN-5848521
30 Sep 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5848521 The complaint Ms H complains about the way that Tesco Personal Finance Limited trading as Tesco Bank (‘TB’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflec... (5 pages)View decision -
Decision Reference DRN-5470579
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5470579 The complaint Mr G complains that Revolut Ltd (“Revolut”) won’t refund the money he lost as the result of a scam. What happened The background to this complaint is well known by both parties, so I won’t repeat it in detail here. But I understand it to be as follows. Mr G s... (3 pages)View decision
