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 370149 results
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Decision Reference DRN-5278538
18 Feb 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5278538 The complaint Mr K complains about Hastings Insurance Services Limited (Hastings) cancelling his motor insurance policy. Any reference to Hastings in this decision includes their agents. This decision covers Mr K’s complaint about Hastings as the broker through which he to... (4 pages)View decision -
Decision Reference DRN-5014613
18 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5014613 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a cryptocurrency investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mr A says that he received an unexpected phone call on Wh... (12 pages)View decision -
Decision Reference DRN-5072107
18 Feb 2025 abrdn Client Management Limited UpheldInvestmentsDRN-5072107 The complaint Mrs P complains that abrdn Client Management Limited (“abdrn”) took too long to act on her instruction to transfer her stocks and shares ISA to a new provider. What happened Mrs P gave authority to her chosen new provider to transfer her stocks and shares ISA f... (2 pages)View decision -
Decision Reference DRN-5025504
18 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5025504 The complaint Mrs B complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) t... (7 pages)View decision -
Decision Reference DRN-5264797
18 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5264797 The complaint Mr M complains that Barclays Bank UK PLC (trading as Barclaycard) recorded incorrect information on his credit file. What happened Mr M says he was a few days late with a payment to his Barclaycard account due to his bank account having been hacked. He says Ba... (2 pages)View decision -
Decision Reference DRN-4859927
18 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4859927 The complaint Mr F complains that Wise Payments Limited (“Wise”) won’t refund the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here... (3 pages)View decision -
Decision Reference DRN-4863158
18 Feb 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4863158 The complaint Mr W is unhappy with how Oodle Financial Services Limited (Oodle) dealt with a voluntary termination of his hire purchase agreement. What happened In October 2020, Mr W entered into a hire purchase agreement with Oodle to acquire a used car first registered in... (3 pages)View decision -
Decision Reference DRN-3398810
18 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3398810 The complaint Mrs D has complained about a transfer of her The Royal London Mutual Insurance Society Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in June 2016. Mrs D’s QROPS was subsequently used to invest in a range of inves... (15 pages)View decision -
Decision Reference DRN-3398811
18 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3398811 The complaint Mrs D has complained about a transfer of her The Prudential Assurance Company Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in June 2016. Mrs D’s QROPS was subsequently used to invest in a range of investments in... (15 pages)View decision -
Decision Reference DRN-5197210
18 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5197210 The complaint Mrs W complains about the amount AXA Insurance UK Plc paid to settle her buildings insurance claim. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for the ... (2 pages)View decision
