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 367300 results
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Decision Reference DRN-5188572
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5188572 The complaint Mr W complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr W is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well-known to the parties and has been ... (6 pages)View decision -
Decision Reference DRN-5100129
18 Dec 2024 Think Money Limited UpheldBanking and PaymentsDRN-5100129 The complaint Mr G has complained that Think Money Limited (“Think Money”) no longer shows the payment reference number on his account statements. What happened Think Money updated its app, and one of the changes made was that references for individual transfers no longer ap... (4 pages)View decision -
Decision Reference DRN-5221292
18 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5221292 The complaint Mr A complains about that Admiral Insurance (Gibraltar) Limited’s approved repairer damaged his car after he made a claim on his motor insurance. What happened Mr A had an Admiral motor insurance policy. His car was damaged in an accident and repaired by Admira... (2 pages)View decision -
Decision Reference DRN-5181090
18 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5181090 The complaint Mrs S complains that Santander UK Plc (‘Santander’) acted incorrectly when registering a power of attorney. What happened Mrs S is a joint account holder with a person I’ll call ‘M’ – who, some time ago, had arranged an Enduring Power of Attorney (‘EPA’) showi... (4 pages)View decision -
Decision Reference DRN-5135368
18 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5135368 The complaint Miss T complains about the way Admiral Insurance (Gibraltar) Limited handled a claim she made on her home insurance policy. She says they caused delays in completing works. All references to Admiral include the actions of the agents acting on their behalf. Wh... (4 pages)View decision -
Decision Reference DRN-5158504
18 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5158504 The complaint A limited company, which I will refer to as D, complains about the decline of its commercial motor insurance claim by AXA Insurance UK plc. What happened The following is intended only as a brief summary of events. Additionally, whilst other parties have been i... (2 pages)View decision -
Decision Reference DRN-5211103
18 Dec 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-5211103 The complaint Mrs W complains about the amount that she’s been charged by LeasePlan UK Limited for excess mileage and damage after she returned a car at the end of her hire agreement. She also complains about the service that she’s received from LeasePlan. What happened I i... (4 pages)View decision -
Decision Reference DRN-5080322
18 Dec 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5080322 The complaint Mrs C, Mrs H, Mr H and Mr P as trustees of the H Trust complain that St. James’s Place Wealth Management Plc (“SJP”) gave them unsuitable investment advice. They say SJP failed to give them accurate information regarding their tax obligations and feel they’ve ... (9 pages)View decision -
Decision Reference DRN-5217423
18 Dec 2024 First Holiday Finance Ltd UpheldConsumer CreditDRN-5217423 The complaint Mr and Mrs V’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 ... (14 pages)View decision -
Decision Reference DRN-5186551
18 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5186551 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) provided a poor service and gave him misleading information which has caused him financial losses following a breakdown abroad. Any references to Admiral in this decision include its appointe... (3 pages)View decision
