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 369228 results
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Decision Reference DRN-5124815
30 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5124815 The complaint Miss F complains Revolut Ltd didn’t do enough to protect her at a time she was falling victim to a scam and that it hasn’t refunded her since that scam was revealed. What happened The background to this complaint is well-known to both parties and so I’ll summar... (11 pages)View decision -
Decision Reference DRN-5153121
30 Apr 2025 Openwork Limited Not upheldInvestmentsDRN-5153121 The complaint Mr S complains about Openwork Limited trading as The Openwork Partnership (Openwork). He said Openwork didn’t support him or progress his complaint about display issues with a third-party platform. Mr S would like a full apology and compensation from Openwork.... (3 pages)View decision -
Decision Reference DRN-5472877
30 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5472877 The complaint Mr H complains that Aviva Insurance Limited (“Aviva”) declined to pay for a faulty pump when he made a claim under his home emergency policy. What happened Mr H had a home emergency insurance policy from Aviva covering domestic emergencies. He contacted Aviva a... (3 pages)View decision -
Decision Reference DRN-5521507
30 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5521507 The complaint Mr A complains that a car he acquired through a hire purchase agreement financed by Stellantis Financial Services UK Limited (‘Stellantis’) is of unsatisfactory quality. What happened In June 2024, Mr A took out a hire purchase agreement to finance a used car.... (5 pages)View decision -
Decision Reference DRN-5497665
30 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5497665 The complaint Mr T says Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr... (3 pages)View decision -
Decision Reference DRN-5424549
30 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5424549 The complaint Mr M complains that HSBC UK Bank Plc failed to transfer all the funds from his ISA with another provider (T) into a new ISA as it said he had exceeded the maximum subscription allowance for that tax year. What happened In November 2024 Mr M wanted to transfer f... (2 pages)View decision -
Decision Reference DRN-5521609
30 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5521609 The complaint Mr W complains American Express Services Europe Limited (Amex) didn’t apply a fair exchange rate when he bought flight tickets using his credit card. What happened Mr W says that on 6 March 2024, he was abroad on holiday and purchased return flights, for two pe... (7 pages)View decision -
Decision Reference DRN-5465008
30 Apr 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5465008 The complaint Mr S has complained about the way a request for a change of vehicle (COV) was handled by Somerset Bridge Insurance Services Limited. Somerset arranged a car insurance policy for Mr S. What happened Mr S called his broker Somerset in September 2024 to change his... (2 pages)View decision -
Decision Reference DRN-5153170
30 Apr 2025 Embark Investment Services Limited Not upheldInvestmentsDRN-5153170 The complaint Mr S complains about Embark Investment Services Limited Trading as Scottish Windows Platform (SWP). He said SWP showed display errors, delayed the transfer of his stocks and shares individual savings account (ISA) and made mistakes in handling his complaint. M... (3 pages)View decision -
Decision Reference DRN-5507652
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5507652 The complaint Mr F complains that Lloyds Bank PLC (‘Lloyds’) failed to update his address details and haven’t sufficiently compensated him for the impact of that mistake. What happened In January 2024 Mr F told Lloyds that he’d changed address. In July of that year his credi... (1 page)View decision
