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 364766 results
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Decision Reference DRN-5243291
7 Feb 2025 Saga Services Limited Not upheldInsuranceDRN-5243291 The complaint Mrs P complains that Saga Services Limited (“Saga”) has treated her unfairly in relation to her motor insurance premiums. Any reference to Mrs P or Saga includes respective agents or representatives. What happened The background of this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-5315881
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5315881 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) retained a scanned copy of his provisional driving licence. What happened Mr M upgraded his young person’s account to an adult account in March 2024. To do this, he provided his passport, provisional driving ... (3 pages)View decision -
Decision Reference DRN-5276421
7 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5276421 The complaint Mr K complains that Aviva Insurance Limited (“Aviva”) has unfairly handled a claim under his home insurance policy. Any reference to Mr K or Aviva includes respective agents or representatives. What happened The background of this complaint is well known betwee... (5 pages)View decision -
Decision Reference DRN-4873673
7 Feb 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4873673 The complaint Mrs H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) 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. Wh... (4 pages)View decision -
Decision Reference DRN-5315587
7 Feb 2025 Standard Life Savings Limited UpheldInvestmentsDRN-5315587 The complaint Mr L complains about Standard Life Savings Limited (abrdn). He’s unhappy with how long it took them to transfer his holdings to another firm. What happened Mr L held investments with abrdn and in early 2023 he requested a transfer of his holdings to another fir... (4 pages)View decision -
Decision Reference DRN-4728239
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4728239 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened Mr R was contacted via WhatsApp in relation to a job opportunity. The job required Mr R to complete various tasks before he could make ... (8 pages)View decision -
Decision Reference DRN-4769846
7 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4769846 The complaint Mr D complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) terminated his hire purchase agreement and won’t reinstate it. What happened In November 2022, Mr D was supplied with a car through a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5260411
7 Feb 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5260411 The complaint E, a limited company, complains about what ARAG Legal Expenses Insurance Company Limited did after it made a claim on its Landlord’s Legal Protection policy. E is represented by its director, Mrs A. All references to ARAG include its agents and claims handlers.... (4 pages)View decision -
Decision Reference DRN-5306557
7 Feb 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5306557 The complaint Mr W complains that Co-op Funeral Plans Limited will not agree to delay providing a funeral for up to three years after his death. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details here. In brief summar... (2 pages)View decision -
Decision Reference DRN-5190663
7 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190663 The complaint and what happened Mr C complains that Wise Payments Limited (“Wise”) won’t refund money – around £4,500 – he lost when he fell victim to an employment scam in December 2022. Our investigator didn’t uphold the complaint. They didn’t think any of the payments lo... (2 pages)View decision
