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 369227 results
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Decision Reference DRN-5025650
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5025650 The complaint Mr W is unhappy that Revolut Ltd (Revolut) won’t refund the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here, but in... (10 pages)View decision -
Decision Reference DRN-4981592
13 Mar 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-4981592 The complaint Mr M complains about the balance of a catalogue account with Frasers Group Financial Services Limited trading as Studio, which he says was opened in his name without his authority. What happened In December 2022, a catalogue account was opened with Studio in Mr... (4 pages)View decision -
Decision Reference DRN-5049530
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5049530 The complaint Mrs N complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Mrs N is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well-known to the parties and has b... (4 pages)View decision -
Decision Reference DRN-5329266
13 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5329266 The complaint Ms S is unhappy that Aviva Insurance Limited (Aviva) has declined her Personal Accident claim. What happened The background of this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key points. Ms S had a persona... (3 pages)View decision -
Decision Reference DRN-5335734
13 Mar 2025 Vitality Health Limited Not upheldInsuranceDRN-5335734 The complaint Ms C has complained that Vitality Health Limited declined a claim she made on a private medical insurance policy. What happened In January 2024 Ms C underwent an emergency caesarean following complications in delivering her baby. She therefore made a claim on ... (3 pages)View decision -
Decision Reference DRN-4845774
13 Mar 2025 True Potential Wealth Management LLP Not upheldPensions and AnnuitiesDRN-4845774 The complaint Mrs M complains that True Potential Wealth Management LLP (True Potential) misrepresented and mis-sold its products to her when she switched to its platform following its takeover of her previous adviser’s business. She also complains about the level of service... (8 pages)View decision -
Decision Reference DRN-4793854
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4793854 The complaint Miss A complains Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam. In bringing this complaint Miss A is supported by a professional representative I’ll refer to as “C”. What happened Miss A said she was tricked into sendi... (7 pages)View decision -
Decision Reference DRN-4860183
13 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4860183 The complaint Miss P held/holds a credit card account with Santander UK Plc (“Santander”). Miss P’s complaint is about Santander’s refusal to refund her money she says she lost due to a scam. What happened The circumstances of this complaint are well known to all parties co... (3 pages)View decision -
Decision Reference DRN-5321318
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5321318 The complaint Mr O 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 it in detail here. But in summary I understand it to be as follows. I... (10 pages)View decision -
Decision Reference DRN-5349365
13 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5349365 The complaint Mr D complains that HSBC UK Bank Plc trading as first direct blocked his card for a fraud detection check when he attempted to make a payment to a car hire company abroad. What happened Mr D holds a credit card with HSBC. On 11 November 2024 Mr D authorised a p... (3 pages)View decision
