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 367300 results
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Decision Reference DRN-4883560
31 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-4883560 The complaint Mr M complains Tesco Personal Finance Limited trading as Tesco Bank won’t reimburse funds he lost when he fell victim to an investment scam. What happened Our investigator didn’t uphold the complaint because he didn’t think any of the payments looked suspiciou... (2 pages)View decision -
Decision Reference DRN-5417836
31 Mar 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5417836 The complaint Mrs D complains that Scottish Equitable Plc trading as Aegon (Aegon) have mismanaged her pension investments causing large losses. She wants compensation for the losses. Mrs D is assisted in bringing her complaint by an accountant friend, but I will just refer... (3 pages)View decision -
Decision Reference DRN-4863548
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4863548 Complaint Mr R is unhappy that Revolut Ltd didn't refund him after he told it he'd fallen victim to a scam. Background Mr R was contacted on a messaging platform about a job opportunity. He was told that he'd need to complete tasks on a platform maintained by ... (2 pages)View decision -
Decision Reference DRN-5070987
31 Mar 2025 Society of Lloyd's UpheldInsuranceDRN-5070987 The complaint Mr H and Mrs B complain Society of Lloyd’s unfairly declined their structural warranty claims. References to Lloyd’s include, for ease of reading, the underwriter providing the contract of insurance and its agents. Mr H and Mrs B are joint policyholders and co... (10 pages)View decision -
Decision Reference DRN-5009317
31 Mar 2025 Santander UK Plc UpheldConsumer CreditDRN-5009317 The complaint Miss G complains Santander UK Plc lent to her irresponsibly. She’s also unhappy with the level of customer service they provided following her application for the loan. What happened The details of this complaint are well-known to both parties, so I won’t repea... (4 pages)View decision -
Decision Reference DRN-5097744
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5097744 Complaint Ms S is unhappy that Revolut Ltd didn’t refund her losses after she told it she’d fallen victim to an investment scam. Background In late 2023, Ms S came across an advertisement on a social media platform promoting the services of an investment company. Interested... (7 pages)View decision -
Decision Reference DRN-5097923
31 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5097923 Complaint Ms S is unhappy that Chase declined to reimburse her after she lost money to an investment scam. Background In late 2023, Ms S came across an advertisement on a social media platform promoting the services of an investment company. Interested in the opportunity, sh... (3 pages)View decision -
Decision Reference DRN-5337530
31 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5337530 The complaint Mr W’s complaint is about the handling of a claim for a damaged washing machine under his appliance insurance policy with Domestic & General Insurance Plc. (“D & G”). What happened Some of the communications with D & G in relation to this claim were... (5 pages)View decision -
Decision Reference DRN-4886109
31 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-4886109 The complaint Miss T is unhappy with the quality of a car supplied by Black Horse Limited using a hire purchase agreement. What happened In January 2024, Miss T entered into a hire purchase agreement with Black Horse for a used car. The car was around four years old and had ... (2 pages)View decision -
Decision Reference DRN-5381687
31 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5381687 The complaint Mr K complains that American Express Services Europe Limited (AESEL) hasn’t honoured a 60,000 points promotion he believes he is eligible for. What happened Mr K received an email which said he would receive 60,000 bonus Avios points if he took out an American ... (2 pages)View decision
