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 370904 results
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Decision Reference DRN-5391171
12 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5391171 The complaint Mr and Mrs N complain about the way Admiral Insurance (Gibraltar) Limited has handled a claim they made for subsidence damage to their property. Any reference to Admiral includes its agents. And as Mr N has been the main correspondent for the claim and complain... (2 pages)View decision -
Decision Reference DRN-5264013
12 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5264013 The complaint The estate of Mrs V complains that NewDay Ltd trading as John Lewis Partnership Card. The estate of Mrs V is represented by Mr P, as the sole executor of Mrs V’s estate. What happened Mrs V held a credit card account with NewDay. In February 2024, NewDay was no... (3 pages)View decision -
Decision Reference DRN-5340668
12 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5340668 Complaint Mr T is unhappy with what HSBC UK Bank Plc (“HSBC”) has agreed to do to put things right for him after he complained about the charges on his overdraft. Background One of our investigators looked at Mr T’s complaint and he told HSBC that it should refund all the i... (3 pages)View decision -
Decision Reference DRN-4617614
12 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4617614 The complaint Mr and Mrs R’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (18 pages)View decision -
Decision Reference DRN-5386430
12 Mar 2025 APM Capital Markets Limited Not upheldInvestmentsDRN-5386430 The complaint Mr G complains that when APM Capital Markets Limited trading as BUX decided to stop providing trading services and transferred his account to another firm, the bonuses that were added to his account a number of years before were removed – reducing his available... (3 pages)View decision -
Decision Reference DRN-5064042
12 Mar 2025 eToro Money UK Ltd Not upheldBanking and PaymentsDRN-5064042 The complaint Mr S complains that eToro Money UK Ltd didn’t do enough to prevent him losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr S he... (2 pages)View decision -
Decision Reference DRN-5158757
12 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5158757 The complaint Mr B has complained, via his representatives, about a transfer of his Aviva Life & Pensions UK Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in June 2014. Mr B’s QROPS was subsequently used to invest in The... (9 pages)View decision -
Decision Reference DRN-5390988
12 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5390988 The complaint Mr M and Ms N have complained that HSBC UK Bank Plc (“HSBC”) failed to protect them from falling victim to an impersonation scam, and hasn’t refunded what they lost. What happened What I’ve decided – and why I’ve considered all the available evidence and argu... (5 pages)View decision -
Decision Reference DRN-5389525
12 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5389525 The complaint Mr C 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 everything here. In brief summary, Mr C has explained that from Februa... (9 pages)View decision -
Decision Reference DRN-5343547
12 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5343547 The complaint Mr H complains about the customer service he received from PayPal UK Ltd when he tried to make a one-off payment to his credit account and reset his Direct Debit (DD). What happened Mr H has a credit account with PayPal. On 22 November 2023 he attempted to make... (4 pages)View decision
