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 362716 results
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Decision Reference DRN-5253348
10 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5253348 The complaint Mrs H complains that Wise Payments Limited (Wise) is refusing to refund her the amount she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout my decision. What happened In summary, ... (2 pages)View decision -
Decision Reference DRN-5072335
10 Jan 2025 Freetrade Limited UpheldInvestmentsDRN-5072335 The complaint Mr S complained about Freetrade Limited (Freetrade). He said Freetrade didn’t provide him with enough information about property income distributions that applied to his account. He said as well as not being able to calculate and check what it had done, his req... (3 pages)View decision -
Decision Reference DRN-5101256
10 Jan 2025 Fairstone Financial Management Limited UpheldPensions and AnnuitiesDRN-5101256 The complaint Mr J complains that Fairstone Financial Management Limited (Fairstone) unfairly charged him an annual fee despite not providing the service the charge related to. What happened Mr J had been receiving financial advice from Fairstone since around 2015. Part of h... (11 pages)View decision -
Decision Reference DRN-5243672
10 Jan 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5243672 The complaint G complains that AXIS Specialty Europe SE (AXIS) unfairly declined its commercial property insurance claim and caused unnecessary delays. Any reference to AXIS in this final decision includes its respective agents unless specified otherwise. What happened The ... (4 pages)View decision -
Decision Reference DRN-4411458
10 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4411458 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr M received an email from a friend referring him for an investment opportunity. He provided his details to this company, who turned out to... (6 pages)View decision -
Decision Reference DRN-5253654
10 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5253654 The complaint Mrs L says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs L took out an Aqua credit card from NewDay in December 2023. She was given a £1,200 credit limit. This was increased to £2,400 in April 2024. Mrs L says the repayments are unaf... (3 pages)View decision -
Decision Reference DRN-4729756
10 Jan 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4729756 The complaint Mrs A complains that Kroo Bank Ltd (Kroo) is refusing to refund her the amount she lost as the result of a scam. Mrs A is being represented by a third party. To keep things simple, I will refer to Mrs A throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-4973172
10 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4973172 The complaint Mr L and Mrs S complain HSBC UK Bank Plc (“HSBC”) closed their sterling account without notice nor explanation. Mr L and Mrs S add that when they first raised this with HSBC it said the closure was done in error and the account would be reinstated. But it then ... (4 pages)View decision -
Decision Reference DRN-5253356
10 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5253356 The complaint Mr K and Mrs G complain about delays and poor claim handling from esure Insurance Limited (“esure”) following an escape of water claim, under their home buildings insurance policy. All references to esure include its contractors and agents. What happened Mr K... (6 pages)View decision -
Decision Reference DRN-5231404
10 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5231404 The complaint Mr T is unhappy that TSB Bank plc didn’t get a replacement debit card to him in a reasonable amount of time. What happened Mr T contacted TSB on 11 August 2024 and asked for a replacement debit card to be posted to him. TSB posted a replacement debit card to Mr... (2 pages)View decision
