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 360264 results
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Decision Reference DRN-4904748
4 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4904748 The complaint Mr F complains that Santander UK Plc won’t refund him the funds he lost after he fell victim to an investment scam. Mr F is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr F direct... (3 pages)View decision -
Decision Reference DRN-5298947
4 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5298947 The complaint G, a limited company, complains that National Westminster Bank Plc won’t reimburse them for their losses to an email intercept scam. G has appointed professional representatives to handle this complaint. But for ease of reading, I’ll only refer to G in this de... (3 pages)View decision -
Decision Reference DRN-4430223
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4430223 The complaint Mrs S complains that Revolut Ltd (“Revolut”) won’t refund her the money she lost after she fell victim to an investment scam. Mrs S has used a representative to bring her complaint to this service. For ease, I will refer solely to Mrs S throughout this decisio... (5 pages)View decision -
Decision Reference DRN-5245523
4 Mar 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5245523 The complaint Mr M and Ms R complain that First Central Insurance Management Limited (1 st Central) took two payments in one month for their motor insurance which they say caused financial hardship. What happened Ms R took out a motor insurance policy in January 2024 with 1... (2 pages)View decision -
Decision Reference DRN-5278302
4 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5278302 The complaint Mr B has complained that U K Insurance Limited trading as Direct Line (UKI) unfairly declined a claim under his home insurance policy. What happened Mr B contacted UKI to make a claim for storm damage. UKI said Mr B should arrange a temporary repair. It also a... (2 pages)View decision -
Decision Reference DRN-5167406
4 Mar 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5167406 The complaint Mr W complained about advice he was given to transfer the benefits of a defined-benefit (DB) pension scheme to a personal pension plan, in 2019. He says the advice was unsuitable for him and believes this has caused him a financial loss. Origen Financial Servic... (7 pages)View decision -
Decision Reference DRN-5371447
4 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5371447 The complaint Mrs C complained about how Shop Direct Finance Company Limited (SDFCL) responded to a claim to refund a payment made for goods. What happened Mrs C paid for goods from a supplier I’ll call V in August 2022. The cash price was around £760. She paid for the good... (3 pages)View decision -
Decision Reference DRN-5228888
4 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5228888 The complaint Mr T complains that Zempler Bank Limited trading as Cashplus Bank lent to him irresponsibly. What happened In 2023 Cashplus gave Mr T a credit card with a limit of £1,000. Mr T considers that Cashplus did not properly assess his creditworthiness before giving h... (3 pages)View decision -
Decision Reference DRN-5152929
4 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5152929 The complaint Mr J complains that Santander UK Plc won’t refund money he says he lost to an investment scam. What happened In 2021, Mr J invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. Mr J paid in £42,000 to R in January 2021, by making two ... (7 pages)View decision -
Decision Reference DRN-4962323
4 Mar 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-4962323 The complaint Mr H complains that Trading 212 UK Limited doesn’t clearly communicate how a stop loss order is executed and that stop orders are based on bid prices. As a result, Mr H says he has suffered a financial loss. What happened Mr H placed a stop-limit order with a s... (3 pages)View decision
