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 401363 results
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Decision Reference DRN-6149478
12 Mar 2026 Chrystal Capital Partners LLP Not upheldInvestmentsDRN-6149478 The complaint Mr M says Chrystal Capital Partners LLP (“Chrystal”) promoted an investment to him without checking it was suitable or appropriate for him. He says any checks it did make were after the investment had been promoted to him. What happened Mr M has a friend I wil... (11 pages)View decision -
Decision Reference DRN-6149460
12 Mar 2026 Chrystal Capital Partners LLP Not upheldInvestmentsDRN-6149460 The complaint Mr M says Chrystal Capital Partners LLP (“Chrystal”) promoted an investment to him without checking it was suitable or appropriate for him. What happened Mr M has a friend I will call Mr L who has a connection with Chrystal. Mr L is an investor, and he introd... (12 pages)View decision -
Decision Reference DRN-6035981
12 Mar 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6035981 The complaint Miss K complains that Shop Direct Finance Company Limited (Shop Direct) acted irresponsibly when they agreed to lend to her. What happened In December 2023, Miss K opened a catalogue shopping account with Shop Direct with an initial credit limit of £600. In Ap... (4 pages)View decision -
Decision Reference DRN-5908851
12 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5908851 The complaint Mr W complains that Starling Bank Limited (Starling) closed his account after he says he fell victim to a sophisticated scam. My decision solely focuses on the closure of Mr W’s account, and I make no finding with relation to the scam Mr W says he fell victim t... (3 pages)View decision -
Decision Reference DRN-6170314
12 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6170314 The complaint Mr N has complained that Santander UK Plc won’t refund the money he lost to a crime he’s described as a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what happened relatively briefly. Mr N was... (3 pages)View decision -
Decision Reference DRN-6170278
12 Mar 2026 WorldRemit Ltd Not upheldBanking and PaymentsDRN-6170278 The complaint Mr N has complained that WorldRemit Ltd won’t refund the money he lost to a crime he’s described as a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what happened relatively briefly. Mr N was t... (2 pages)View decision -
Decision Reference DRN-5895013
12 Mar 2026 Evolution Insurance Company Limited Not upheldInsuranceDRN-5895013 The complaint Mr H complains Evolution Insurance Company Limited (Evolution), declined his claim on his appliance insurance policy. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points: • Mr H bought a policy that ... (3 pages)View decision -
Decision Reference DRN-6206773
12 Mar 2026 Rock Insurance Services Limited Not upheldInsuranceDRN-6206773 The complaint Ms V has complained about the actions of Rock Insurance Services Limited. What happened The background to this complaint is well known to the parties so it serves no purpose for me to repeat the details in full here. In summary Ms V took out a travel insurance ... (2 pages)View decision -
Decision Reference DRN-5950971
12 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5950971 The complaint Mrs H complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) lent to her irresponsibly and treated her unfairly. What happened In August 2022, Mrs H took out a credit card with NatWest. The card had an initial credit limit of £3,450. In December 2... (7 pages)View decision -
Decision Reference DRN-6104522
12 Mar 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6104522 The complaint Mr C is unhappy with the way AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (“Amex”) administered his credit card account. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which ref... (4 pages)View decision