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-5236275
26 Mar 2025 Michael Chapman UpheldPensions and AnnuitiesDRN-5236275 The complaint Mr F complains about Michael Chapman (MC). He says one of MC’s advisers gave him unsuitable advice, recommending that he transfer the proceeds of a Personal Pension Plan (PPP) and Defined Benefit (DB) occupational pension scheme (OPS) to a Self-Invested Pension... (23 pages)View decision -
Decision Reference DRN-5426652
26 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5426652 The complaint Mrs A is unhappy with how Moneybarn No. 1 Limited treated her when she got into financial difficulty in relation to a conditional sale agreement taken to finance a car. What happened In March 2020, Mrs A entered into a conditional sale agreement with Moneybarn ... (9 pages)View decision -
Decision Reference DRN-5326441
26 Mar 2025 Aldermore Bank Plc UpheldMortgagesDRN-5326441 The complaint Mr J complains that Aldermore Bank Plc didn’t tell him about the impact a non-payment agreement would have on his credit file. He said if Aldermore had explained things properly, he wouldn’t have missed his payments. What happened Mr J told us he’s experienced ... (4 pages)View decision -
Decision Reference DRN-5170178
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5170178 The complaint Ms S complains that Revolut Ltd did not reimburse the funds she lost to a scammer. What happened Ms S fell victim to a task-based job scam, in which she had to complete a set number of tasks per day to earn a salary and commission. Some ‘luxury packages’ cost m... (3 pages)View decision -
Decision Reference DRN-5002984
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5002984 The complaint Mrs H complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (7 pages)View decision -
Decision Reference DRN-5334587
26 Mar 2025 XL Insurance Company SE Not upheldInsuranceDRN-5334587 The complaint Mr D has complained about XL Insurance Company SE. It is the insurer for the building which comprises his flat. Internal window frames of Mr D’s flat were damaged by water ingress from the balcony. XL declined the claim made for the damaged frames and Mr D feel... (6 pages)View decision -
Decision Reference DRN-5226847
26 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5226847 The complaint Mrs W complains that Tesco Personal Finance PLC defaulted her account even though she was making regular monthly payments. What happened Mrs W says she missed a payment due to financial difficulties and Tesco defaulted her account. She says her difficulties we... (3 pages)View decision -
Decision Reference DRN-5429940
26 Mar 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5429940 The complaint Mr F complains that Lowell Portfolio I LTD have not accepted his reduced settlement offer on two debts they own. And they asked him to take additional steps before considering his proposal. What happened Mr F contacted Lowell in August 2024, to make an offer t... (3 pages)View decision -
Decision Reference DRN-5296752
26 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5296752 The complaint Miss S complains that Kroo Bank Limited (Kroo) registered a Cifas marker against her without due cause. What happened On 16 March 2024 an account was opened with Kroo in Miss S’s name. On 22 March Kroo said it received a report from another bank regarding a d... (3 pages)View decision -
Decision Reference DRN-5429925
26 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5429925 The complaint Mr E complains that HSBC UK Bank Plc (‘HSBC’) rejected his claim under section 75 (‘s.75’) of the Consumer Credit Act 1974 (‘CCA’). Mr E made the associated purchase along with his wife. But as the payment was made by him using his credit card account, only Mr ... (5 pages)View decision
