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 366874 results
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Decision Reference DRN-5411827
9 Apr 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5411827 The complaint Mr H complains that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks. For ease, in my decision I will refer to Mr H when talking about him or his representative. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5469584
9 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5469584 The complaint A, a limited company, complains Aviva Insurance Limited didn’t respond to a claim against its property owners insurance policy fairly. A is represented by Mr B, one of its directors. For ease of reading, references to Aviva include the actions of its agents. ... (2 pages)View decision -
Decision Reference DRN-5469568
9 Apr 2025 Western Union Payment Services GB Limited UpheldBanking and PaymentsDRN-5469568 The complaint Mr R complains Western Union Payment Services GB Limited (WU) failed to refund a payment he cancelled, causing him significant financial hardship. What happened Mr R explained he arranged a money transfer with WU in November 2024 for just over £1,000. Mr R said... (3 pages)View decision -
Decision Reference DRN-5465824
9 Apr 2025 St. James's Place Wealth Management Plc UpheldInsuranceDRN-5465824 The complaint Mr K says he was mis-sold a life and critical illness insurance policy in 2021 by St. James's Place Wealth Management Plc (‘SJP’). What happened In 2021 Mr K took out a life and critical illness insurance policy. He was advised to take out the policy by SJ... (4 pages)View decision -
Decision Reference DRN-5404674
9 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5404674 The complaint The estate of Mr P complains National Westminster Bank PLC (NatWest) accepted a death certificate from a third party and didn’t freeze Mr P’s bank accounts until probate was granted. What happened The estate of Mr P explained it understands the registry for dea... (3 pages)View decision -
Decision Reference DRN-5469443
9 Apr 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5469443 The complaint Miss G complains about the service she received from Hargreaves Lansdown Asset Management Limited (referred to as “HL”). Miss G requested HL to send her correspondence digitally (as well as in the post) which HL ignored, even after she told them she was neurod... (4 pages)View decision -
Decision Reference DRN-4938033
9 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4938033 The complaint Ms N complains Revolut Ltd didn’t do enough to protect her when she lost money to an investment scam, and subsequently a recovery scam. In bringing this complaint Ms N is being represented by a claims management company, I’ll refer to as “R”. What happened Ms... (8 pages)View decision -
Decision Reference DRN-5180449
9 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5180449 The complaint Mr H complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr H saw an advertisement for an investment on a social media site, for a company I’ll refer to as M. The investment involved trad... (5 pages)View decision -
Decision Reference DRN-5468486
9 Apr 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5468486 The complaint Mr S complains that the car he acquired financed through a hire purchase agreement with MotoNovo was misrepresented to him. What happened In May 2022 Mr S acquired a car financed through a hire purchase agreement with MotoNovo. The car failed its MOT in 2023 an... (4 pages)View decision -
Decision Reference DRN-5424117
9 Apr 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5424117 Complaint Mr C has complained about a credit card Zopa Bank Limited (“Zopa”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In July 2021, Zopa provided Mr C with a credit card which had a... (3 pages)View decision
