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 360982 results
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Decision Reference DRN-5389525
12 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5389525 The complaint Mr C complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr C has explained that from Februa... (9 pages)View decision -
Decision Reference DRN-5343547
12 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5343547 The complaint Mr H complains about the customer service he received from PayPal UK Ltd when he tried to make a one-off payment to his credit account and reset his Direct Debit (DD). What happened Mr H has a credit account with PayPal. On 22 November 2023 he attempted to make... (4 pages)View decision -
Decision Reference DRN-5165517
12 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5165517 The complaint Miss V complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. What happened Miss V paid over £22,000 in July 2023, to what she was led to believe was an employment opportunity – completing tasks online to earn commission. Miss V h... (3 pages)View decision -
Decision Reference DRN-5039373
12 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5039373 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. What happened In February 2024, Mr D was supplied with a used car through a hire... (4 pages)View decision -
Decision Reference DRN-5335251
12 Mar 2025 Vitality Health Limited Not upheldInsuranceDRN-5335251 The complaint Mrs G complains Vitality Health Limited unfairly declined her claim when she needed surgery. Mr G brings the complaint on behalf of Mrs G. But for ease I will refer to all submissions as having been made by Mrs G herself. What happened Mrs G held a private medi... (4 pages)View decision -
Decision Reference DRN-5390797
12 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5390797 The complaint Mr S complains Starling Bank Limited recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. Whilst the complaint is brought with the assistance of a professional representative, I will mostly refer to Mr S ... (3 pages)View decision -
Decision Reference DRN-5376008
12 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5376008 The complaint Ms L complains PayPal UK Ltd provided poor service when she tried to claim for a damaged item she’d received. What happened Ms L bought some products from a retailer, using PayPal, totalling £44.10. One of the items was damaged when Ms L received it, so she r... (3 pages)View decision -
Decision Reference DRN-5314779
12 Mar 2025 Rock Insurance Services Limited UpheldInsuranceDRN-5314779 The complaint Mr V is unhappy that Rock Insurance Services Limited mis-sold him an annual multi-trip travel insurance policy covering the period end of September 2023 to end of September 2024 (‘the policy’). What happened The details of this complaint are well known to both... (2 pages)View decision -
Decision Reference DRN-5124008
12 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5124008 The complaint Mr B and Mrs F have complained about Royal & Sun Alliance Insurance Limited’s (RSA’s) decision to decline their claim for damage to their kitchen floor. What happened Mr B and Mrs F hold a home insurance policy with RSA, which covers the buildings at their ... (2 pages)View decision -
Decision Reference DRN-5203125
12 Mar 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5203125 The complaint M is a limited company who complain about the policy of Tide Platform Limited (Tide) when they changed an interest rate on a savings account. What happened In August 2024, after the Bank of England’s Monetary Policy Committee (MPC) decided to reduce the base ra... (2 pages)View decision
