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 393318 results
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Decision Reference DRN-5371758
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5371758 The complaint Mr S complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr S fell victim... (3 pages)View decision -
Decision Reference DRN-5529956
2 May 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5529956 The complaint Mr P has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr P invested in unlisted shares in his SIPP. Mr P thinks L&C did not make adequate checks before allowing ... (14 pages)View decision -
Decision Reference DRN-4797317
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4797317 The complaint Mr W is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr W says ... (4 pages)View decision -
Decision Reference DRN-5530641
2 May 2025 Bradford & Bingley Limited UpheldInvestmentsDRN-5530641 The complaint Mr and Mrs C’s complaint is about delays caused by Bradford & Bingley Limited (B&B) when in it paying them the redress due from a previous complaint about it having mis-sold them a mortgage endowment policy. What happened In 2006 Mr and Mrs C had compla... (6 pages)View decision -
Decision Reference DRN-5467471
2 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5467471 The complaint Mr P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr P applied for an Aqua credit card in August 2019. In his application, Mr P said he was earning... (3 pages)View decision -
Decision Reference DRN-5465480
2 May 2025 Wakam UpheldInsuranceDRN-5465480 The complaint Miss K complains that Wakam declined a claim on her pet insurance policy. What happened In April 2024 Miss K’s dog became ill with haemorrhagic gastroenteritis and needed treatment. She claimed for the treatment costs but Wakam declined the claim. Wakam said he... (3 pages)View decision -
Decision Reference DRN-5390673
2 May 2025 Metro Bank PLC Not upheldInvestmentsDRN-5390673 The complaint Mr S complains Metro Bank PLC (trading as RateSetter) has failed to provide information he has requested relating to his peer-to-peer (P2P) investments. He’s unhappy he hasn’t been provided with a closing statement. What happened In July 2018, Mr S invested ar... (3 pages)View decision -
Decision Reference DRN-5056972
2 May 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5056972 The complaint Mr and Mrs P complain that The Royal Bank of Scotland Plc (RBS) didn’t do enough to protect them when they made payments to a property investment opportunity that they now consider was a scam. What happened Mr and Mrs P made payments between June 2020 and Febru... (3 pages)View decision -
Decision Reference DRN-5492729
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5492729 The complaint Miss O complains Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties... (3 pages)View decision -
Decision Reference DRN-5328565
2 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5328565 The complaint D Ltd, represented by Mr W, complained because HSBC UK Bank Plc refused to refund it for payments which Mr W said he hadn’t authorised. What happened On 11 June 2024, Mr W rang HSBC. He said there were 8 debit card transactions on his D Ltd business account wh... (3 pages)View decision