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-5368413
3 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5368413 The complaint Mr D complains that Wise Payments Limited (Wise) won’t refund him after he was the victim of a fake job scam. Mr D is represented by a third party, but for ease of reading I’ll refer to Mr D only. What happened Mr D says he received a message on his mobile pho... (5 pages)View decision -
Decision Reference DRN-5315691
3 Mar 2025 Wakam Not upheldInsuranceDRN-5315691 The complaint Miss M’s complaint is about a claim she made on her Wakam pet insurance policy. Miss M says Wakam treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving ... (2 pages)View decision -
Decision Reference DRN-5297417
3 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5297417 The complaint Mr O complains that Tesco Personal Finance Limited, trading as Tesco Bank unfairly closed his credit card account. What happened Around August last year, Mr O contacted Tesco Bank for support with his credit card PIN. At this point he was advised by Tesco Bank ... (2 pages)View decision -
Decision Reference DRN-5257538
3 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5257538 The complaint Miss D is unhappy with Barclays Bank UK PLC. Miss D used the switching process to move her bank account to Barclays from another bank. When the switch completed Miss D found that the new account didn’t include her old overdraft from her previous account. Barcla... (3 pages)View decision -
Decision Reference DRN-5368270
3 Mar 2025 Redswan Limited Not upheldPensions and AnnuitiesDRN-5368270 The complaint Mr W is unhappy that Redswan Limited (‘Redswan’) failed to exercise sufficient due diligence before accepting his investment into Emmit Plc (‘Emmit’ – later known as International Water Services plc) within his self-invested personal pension (‘SIPP’), causing h... (8 pages)View decision -
Decision Reference DRN-5187872
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5187872 The complaint Mr A is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel cryptocurrency recovery scam. This followed closely after he lost money to an investment scam when he was co... (5 pages)View decision -
Decision Reference DRN-3247089
3 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-3247089 The complaint Mr H has complained about a transfer of his Aviva Life & Pensions UK Limited personal pension to a small self-administered scheme (“SSAS”) in June 2015. Mr H’s SSAS was subsequently used to invest in The Resort Group (TRG) plc and Dolphin Capital loan notes... (12 pages)View decision -
Decision Reference DRN-5087557
3 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5087557 The complaint Mr and Mrs V complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim they made under their home insurance policy. Mrs V has primarily dealt with the complaint so, for ease of reading, I’ll mostly refer to her. What happen... (5 pages)View decision -
Decision Reference DRN-5255594
3 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5255594 The complaint Mr A complains that Wise Payments Limited (“Wise”) closed his account unfairly. What happened Wise says Mr A opened a personal account with Wise in 2020. In late 2024 it contacted him to say that it was deactivating his account because his account was being use... (3 pages)View decision -
Decision Reference DRN-5361069
3 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5361069 The complaint Mr K complains about the cancellation of his motor insurance policy by Watford Insurance Company Europe Limited (‘Watford’). What happened The background to this complaint is well known to Mr K and Watford. In my decision, I’ll focus mainly on giving the reason... (4 pages)View decision
