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 380712 results
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Decision Reference DRN-5264979
28 Mar 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5264979 The complaint Mr P complains about Barclays Bank Plc (trading as Barclaycard) on behalf of his business ‘A’. Mr P says that he fell victim to three separate cryptocurrency investment and recovery scams and would like Barclays to refund him the money he has lost as a result.... (3 pages)View decision -
Decision Reference DRN-5176340
28 Mar 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5176340 The complaint Mr and Mrs C complain Advantage Finance Ltd (Advantage) irresponsibly entered into a car finance agreement because it did not complete reasonable and proportionate checks to ensure the agreement was affordable for them. What happened Mr and Mrs C entered into ... (5 pages)View decision -
Decision Reference DRN-5262486
28 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5262486 The complaint Mr A and Mrs T complain about Aviva Insurance Limited’s (“Aviva”) handling of their claim under their home insurance policy. Mr A has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any action... (4 pages)View decision -
Decision Reference DRN-5387785
28 Mar 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5387785 The complaint Miss S complains Frasers Group Financial Services Limited trading as Studio provided her with an unaffordable catalogue shopping account. What happened Studio provided Miss S with a catalogue shopping account in September 2016. Some of the information relating ... (5 pages)View decision -
Decision Reference DRN-5230847
28 Mar 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5230847 The complaint Ms C and Mr R complain that AmTrust Specialty Limited (“AmTrust”) unfairly declined a claim they made under their new homes warranty. Any reference to AmTrust in this decision includes its appointed agents and representatives. What happened In April 2022, Ms C ... (4 pages)View decision -
Decision Reference DRN-5434081
28 Mar 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5434081 The complaint Miss F has complained MI Vehicle Finance Limited, trading as Mann Island, misled her about the status of her car, then despite her settling the agreement, re-possessed the car and sold it leaving her worse off than before. What happened In February 2024 Miss F’... (3 pages)View decision -
Decision Reference DRN-4880768
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4880768 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr M is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties... (9 pages)View decision -
Decision Reference DRN-5193755
28 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5193755 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr M says that he was searching for a job when he received contact from someone who said he worked for a company I’ll refer to as D. D ... (5 pages)View decision -
Decision Reference DRN-5438223
28 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5438223 The complaint Mr and Mrs S complain that Santander UK Plc didn’t do enough to protect them when they fell victim to an investment scam. What happened Mr and Mrs S say they fell victim to a cryptocurrency investment scam in 2021, after seeing an advert on social media. They c... (2 pages)View decision -
Decision Reference DRN-5368323
28 Mar 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5368323 The complaint Mrs C complains Tesco Underwriting Limited has unfairly avoided a contents insurance policy she held with it. What happened Mrs C took out a contents insurance policy with Tesco in 2022. In late 2023 there was a burglary at the property, and she called Tesco to... (3 pages)View decision
