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 368546 results
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Decision Reference DRN-5366475
3 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5366475 The complaint Miss C on behalf of business “L” complains about the service received from Revolut Ltd (“Revolut”) in tracing a missing transfer of $35,000 that she sent to L’s business account. What happened Miss C sent a transfer of US$35,000 to L’s business account held wi... (4 pages)View decision -
Decision Reference DRN-4836324
3 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-4836324 The complaint Mr S’s complaint is, in essence, that Lloyds Bank PLC (‘Lloyds’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the CCA. Although the purchase in question here was bought by Mr and Mrs S, the payment was made on a credit ... (5 pages)View decision -
Decision Reference DRN-5337817
3 Mar 2025 abrdn Financial Planning And Advice Limited UpheldInvestmentsDRN-5337817 The complaint Mr B, as a trustee of Mrs B Way Flexible Inheritor Trust (“the Trust”) complains about investment advice provided, and the delay in providing advice by Abrdn Financial Planning and Advice Limited (“Abrdn”) to the Trust, including the associated charges. What ha... (11 pages)View decision -
Decision Reference DRN-5068077
3 Mar 2025 ML Financial Associates Limited UpheldPensions and AnnuitiesDRN-5068077 The complaint Mr and Mrs W complain that ML Financial Associated Limited (‘ML’) recommended them in 2016 to transfer some of their respective defined benefit (DB) pensions into personal pensions. Mrs W has been leading on the complaint for both her and her husband, so I’ll r... (10 pages)View decision -
Decision Reference DRN-5215908
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5215908 The complaint Mr G is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr G fell victim to a cruel investment scam. He says he was introduced to the idea of cryptocurren... (4 pages)View decision -
Decision Reference DRN-5365937
3 Mar 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5365937 The complaint and what happened Mr C has complained about Omni Capital Retail Finance Limited’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’). I’ve included relevant sections of my provisional decision from February 2025, ... (6 pages)View decision -
Decision Reference DRN-5363851
3 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5363851 The complaint Mr M1 and Mr M2 have complained about the way Ageas Insurance Limited handled a claim made under their property insurance policy. Mr M1 has primarily dealt with the claim and complaint so, for simplicity, I’ll refer to him only and call him Mr M. What happene... (6 pages)View decision -
Decision Reference DRN-4871313
3 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4871313 The complaint C, a limited company, complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded all the money it lost, after it was the victim of an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well known to both parties. As a resu... (5 pages)View decision -
Decision Reference DRN-5338151
3 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5338151 The complaint Mr H complains that American Express Services Europe Ltd (‘AESEL’) closed his credit card account and won’t say why. He also complains he didn’t receive a cashback amount due to him. Mr H wants to know why his account was closed and for it to be reinstated if ... (2 pages)View decision -
Decision Reference DRN-5366113
3 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5366113 The complaint A company, which I’ll refer to as R, complains that Santander UK Plc won’t reimburse it after it lost money to an investment – that it now considers to have been a scam. Mr S, who is a director of R, brings the complaint on R’s behalf via a family representativ... (11 pages)View decision
