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-5292797
26 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5292797 The complaint Mr W has complained that Revolut Ltd won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. I issued my... (5 pages)View decision -
Decision Reference DRN-5753274
26 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5753274 The complaint Mr S complains that HSBC UK Bank Plc did not reimburse the funds he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr S worked for an investment company I’ll r... (6 pages)View decision -
Decision Reference DRN-5843323
26 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5843323 The complaint Mr H’s complaint is about the handling of a claim made under his travel insurance policy with AWP P&C S.A.. What happened Mr H made a claim under his policy as he said he had lost a bag while travelling on a train abroad on 1 January 2024. Mr H says he does... (4 pages)View decision -
Decision Reference DRN-5842758
26 Sep 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5842758 The complaint Ms L complains MotoNovo treated her unfairly in relation to a hire purchase car finance agreement she held with it. What happened In April 2022 Ms L took out a hire purchase agreement for a car. The total cost of the car was £22,999 and together with interest, ... (5 pages)View decision -
Decision Reference DRN-5563500
26 Sep 2025 Seven Investment Management LLP UpheldInvestmentsDRN-5563500 The complaint Mr M complains Seven Investment Management LLP (“7IM”) sold shares in his portfolio without his knowledge or consent. What happened Mr M held a portfolio of investments hosted on 7IM’s platform. Held within his portfolio was a shareholding in the US based comp... (5 pages)View decision -
Decision Reference DRN-5710513
26 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5710513 The complaint Mr T complains that a car he acquired through a conditional sale agreement financed by Close Brothers Limited (‘Close Brothers’) is of unsatisfactory quality. Mr T is represented in this complaint but for ease of reference I have referred to Mr T throughout thi... (4 pages)View decision -
Decision Reference DRN-5631732
26 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5631732 The complaint Mr P complains that Barclays Bank UK PLC trading as Tesco Bank (Tesco) acted irresponsibly in granting him a credit card account, and in increasing its limit, as he says it was unaffordable for him. What happened Mr P took out a credit card with Tesco in Novem... (2 pages)View decision -
Decision Reference DRN-5750966
26 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5750966 The complaint Mr M complains that TSB Bank Plc acted unfairly towards him in connection with a cashback promotion it offered. What happened On 16 August 2024 (in the evening) Mr M opened a Spend and Save account with TSB. At that time TSB was offering various incentives for... (4 pages)View decision -
Decision Reference DRN-5839565
26 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5839565 The complaint Mr B’s complaint is about a claim he made on his Aviva Insurance Limited trading as Quotemehappy.com (‘Aviva’) legal expenses insurance policy. Mr B says Aviva treated him unfairly which led to him incurring significant losses. What happened Mr B was involved i... (7 pages)View decision -
Decision Reference DRN-5780053
26 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5780053 The complaint Mr B complains that Inter Partner Assistance SA (IPA) declined his claim against a travel insurance policy. Reference to IPA includes its agents. Mr B is assisted in bringing his complaint by Mr S. I’ll refer to comments from Mr S as if they are from Mr B. Wh... (3 pages)View decision
