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 380824 results
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Decision Reference DRN-5760286
5 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5760286 The complaint Mr C complains Link Financial Outsourcing Limited trading as Thesis Servicing have unduly influenced the Student Loans Company (SLC) in not allowing a deferment to stand – leading to arrears on his student loan account. What happened Mr C has a student loan gra... (3 pages)View decision -
Decision Reference DRN-5515463
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5515463 The complaint Mr A complains Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr A has previously been represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of... (4 pages)View decision -
Decision Reference DRN-5728978
5 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5728978 The complaint Mr and Mrs P complain that BUPA Insurance Limited hasn’t fairly explained how making a claim on their BUPA Health personal private medical insurance policy may affect their future premiums. As Mr P brought the complaint to us, I’ve referred mainly to him throug... (3 pages)View decision -
Decision Reference DRN-5354147
5 Sep 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5354147 The complaint Mr A complains that IT issues within Hargreaves Lansdown Asset Management Limited (‘HL’) prevented him from undertaking time critical trades on his leveraged instruments that then resulted in an avoidable financial loss. Mr A would now like HL to reimburse the ... (5 pages)View decision -
Decision Reference DRN-5303261
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5303261 The complaint Mrs G is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs G has explained that between March and April 2024 she m... (5 pages)View decision -
Decision Reference DRN-5128099
5 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5128099 The complaint Mr S and Miss H are seeking to recover £6,846 from The Royal Bank of Scotland Plc (RBS), a payment they made from their bank account for bifolding doors, and they now believe was a scam. What happened I’m not going to cover all the points raised in detail. The... (4 pages)View decision -
Decision Reference DRN-5279625
5 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5279625 The complaint Ms G is unhappy that Bank of Scotland plc trading as Halifax haven’t refunded money she lost as a result of a scam. Ms G is being supported in this complaint by a representative but for ease of I’ll only refer to Ms G in the decision. What happened The detail... (3 pages)View decision -
Decision Reference DRN-5673052
5 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5673052 The complaint Mr R complains that, although Santander UK Plc reassured him that it wouldn’t put a new lower interest rate deal on the mortgage he holds jointly with another party without his agreement, it did then allow a new rate to be applied without his signature. What ha... (3 pages)View decision -
Decision Reference DRN-5198673
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5198673 The complaint Mrs C has complained that Revolut Ltd won’t refund the money she says she lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here: In July 2023 Mrs C saw an advertisement rega... (6 pages)View decision -
Decision Reference DRN-5390325
5 Sep 2025 Solium Capital UK Limited Not upheldInvestmentsDRN-5390325 The complaint Mr C complains that Solium Capital UK Limited, trading as Shareworks by Morgan Stanley, took too long transferring his Save As You Earn (SAYE) shares into his personal dealing account. What happened Morgan Stanley is the administrator of a SAYE employee share ... (3 pages)View decision
