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-5475524
30 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5475524 The complaint Mr A complains about how Royal & Sun Alliance Insurance Limited (“RSA”) proposed to deal with a claim for damaged audio speakers under his home insurance policy. When I mention RSA I also mean its suppliers. What happened Mr A had a home insurance policy wi... (3 pages)View decision -
Decision Reference DRN-5507989
30 Apr 2025 Bamboo Limited Not upheldConsumer CreditDRN-5507989 The complaint Miss D complains that Bamboo Limited irresponsibly lent her an unsecured loan. What happened Miss D took out a loan of £7,000 with Bamboo in January 2021. The loan was agreed over a term of two years with monthly payments of £392.51. The interest rate was a fix... (4 pages)View decision -
Decision Reference DRN-5480921
30 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5480921 The complaint Mrs A and Mr Z complain about the price charged by AXA Insurance UK Plc (AXA) for their home insurance policies, as they believe their no claims discount (NCD) wasn’t properly applied. While Mrs A and Mr Z have jointly referred the complaint as joint policyhold... (2 pages)View decision -
Decision Reference DRN-5131809
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5131809 The complaint Mr S says Revolut Ltd (“Revolut”) 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 S says there are s... (2 pages)View decision -
Decision Reference DRN-5520851
30 Apr 2025 Sesame Limited UpheldInvestmentsDRN-5520851 The complaint Mr S has complained about investment advice received from Sesame Limited (‘Sesame’) for a trust I shall refer to as ‘The BS Children’s Trust’. He has also complained about non- disclosure of fees, holding client money and churning of the investments held. To pu... (10 pages)View decision -
Decision Reference DRN-5520812
30 Apr 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5520812 The complaint Mr P complains about the service he received from Kroo Bank Ltd (“Kroo”) when it applied restrictions to his account without providing a reason. In particular, Mr P is unhappy about the amount of time it took for Kroo to lift the restrictions on his account. Wh... (4 pages)View decision -
Decision Reference DRN-5505742
30 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5505742 The complaint Mr S complains that BMW Financial Services (GB) Limited (“BFS”) has incorrectly recorded a missed payment for December 2023 on his credit file. He also says it charged him more than it should have on a previous credit agreement that has now ended. Mr S also say... (2 pages)View decision -
Decision Reference DRN-5335973
30 Apr 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5335973 The complaint Miss C complains about a car supplied to her using a hire purchase agreement taken out with Specialist Motor Finance Limited (“SMFL”). What happened In March 2024, Miss C acquired a used car using a hire purchase agreement with SMFL. The car was around nine ye... (4 pages)View decision -
Decision Reference DRN-5516916
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5516916 The complaint Mr G complains that Revolut Ltd won’t refund payments he didn’t make or otherwise authorise. What happened In November 2023, Mr G received a call from someone purporting to be from his bank “N”. He’s explained that a few days prior to receiving the call, he ha... (5 pages)View decision -
Decision Reference DRN-4885750
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4885750 The complaint Mr I complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as a result of a job scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr I throughout this decision. What happened The background to this com... (3 pages)View decision
