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 360982 results
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Decision Reference DRN-4918634
6 Dec 2024 PIB Risk Services Limited UpheldInsuranceDRN-4918634 The complaint Mr T is a sole trader. He complains that PIB Risk Services Limited didn’t pass on information to his insurer following claims on his motor trade policy or send him confirmation of his claims’ history. What happened Mr T held a motor trade policy with an insure... (2 pages)View decision -
Decision Reference DRN-4858389
6 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4858389 The complaint Mr and Mrs H complain that HSBC UK Bank Plc won’t refund the money they lost by paying what they believe was a scam. What happened In August 2019, having found out about an opportunity to invest in a property development company, Mr and Mrs H made a payment of ... (3 pages)View decision -
Decision Reference DRN-5191034
6 Dec 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5191034 The complaint Mr M complains that Marks & Spencer Financial Services Plc trading as M&S Bank gave him incorrect information about the position of his credit card debt. What happened The background to this complaint and my initial conclusions were set out in a provis... (3 pages)View decision -
Decision Reference DRN-5137435
6 Dec 2024 Equifax Limited Not upheldConsumer CreditDRN-5137435 The complaint Mr J complains that Equifax Limited recorded a third party’s information on his credit file. What happened Mr J’s explained that in 2003 he moved into a property that had previously been lived in by someone with the same name as him. Mr J has told us that sinc... (3 pages)View decision -
Decision Reference DRN-5101002
6 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5101002 The complaint Mr F complains Wise Payments Limited (“Wise”) failed to refund him a payment after he’d raised a chargeback with it, despite the seller saying it had been successfully raised and the payment refunded. What happened The details of this complaint are well known b... (3 pages)View decision -
Decision Reference DRN-5191914
6 Dec 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5191914 The complaint Mrs R is unhappy Red Sands Insurance Company (Europe) Limited turned down a claim she made on her pet insurance policy. What happened In May 2024 Mrs R made a pre-authorisation request to Red Sands for the removal of a mass affecting her dog. Red Sands turned d... (3 pages)View decision -
Decision Reference DRN-5161661
6 Dec 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5161661 The complaint Mr H complains that Vanquis Bank Limited lent irresponsibly when it approved two credit card applications he made. Mr H also complains Vanquis increased the credit limit on one of the credit cards. What happened Mr H applied for a credit card with Vanquis in S... (4 pages)View decision -
Decision Reference DRN-5050548
6 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5050548 The complaint Mr S has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In March 2023 Mr S entered into a two-year fixed sum loan agreement w... (5 pages)View decision -
Decision Reference DRN-5195003
6 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5195003 Complaint Miss P is unhappy that Revolut Ltd didn’t refund her losses after she told it she’d fallen victim to a scam. Background In March 2023, Miss P began communicating with a man she met on an online dating website, who I will refer to as Mr G. He claimed to work for a U... (4 pages)View decision -
Decision Reference DRN-5194891
6 Dec 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-5194891 The complaint Ms H complains that James Hay Administration Company Ltd (‘James Hay’) should have notified her sooner that her investment was allocated differently to the way she understood it to be. Ms H also complains that James Hay failed to act with due care and diligenc... (9 pages)View decision
