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 365360 results
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Decision Reference DRN-4672258
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4672258 The complaint Mr D complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund her the money he has lost as a result. What happened Mr D unfortunately fell victim to a safe account scam. ... (3 pages)View decision -
Decision Reference DRN-5316646
7 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5316646 The complaint Mr and Mr D complain about how AXA Insurance UK Plc settled a claim they made on their home insurance policy. Reference to AXA includes its agents. What happened Mr and Mrs D’s home suffered from damage caused by subsidence. They made a claim to AXA on their ho... (2 pages)View decision -
Decision Reference DRN-4823256
7 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4823256 The complaint Mr H complains about the quality of a car supplied to him under a hire purchase agreement by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“BMWFS”). What happened Mr H acquired a used car under a 49 month hire purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5259928
7 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5259928 The complaint Mr P complains that UK Insurance Limited trading as Churchill (“UKI”) didn’t treat him fairly in relation to his motor insurance premium following a claim. What happened Mr P had a motor insurance policy with UKI. Unfortunately, Mr P was involve... (4 pages)View decision -
Decision Reference DRN-5312945
7 Feb 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5312945 The complaint Mrs C is a sole trader which I’ll refer to as “A1”. She complains on behalf of A1 that Ageas Insurance Limited overspent considerably on reinstatement works following an escape of water claim under a Shopkeepers insurance policy. What happened A1 own a property... (3 pages)View decision -
Decision Reference DRN-5310107
7 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5310107 The complaint Mr T is unhappy with Nationwide Building Society. Mr T opened an account with Nationwide specifically to receive a large payment from a solicitor abroad. The money didn’t go through, and Mr T was still charged a fee for it. What happened When Mr T first opened... (2 pages)View decision -
Decision Reference DRN-5316322
7 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5316322 The complaint Ms M complains that West Bay Insurance Plc unfairly cancelled two motor insurance policies she held with it. Reference to West Bay includes its agents. What happened Ms M held two motor insurance policies with West Bay taken out through a broker – policy A and ... (4 pages)View decision -
Decision Reference DRN-5175679
7 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5175679 The complaint Mr B, through his representative, complains that Vanquis Bank Limited lent to him irresponsibly by approving a credit card for him in July 2016 and then increasing the credit limits three times from £500 to £3,500 over the following years. Mr B, through his rep... (4 pages)View decision -
Decision Reference DRN-5312983
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5312983 The complaint Mr S complains that NewDay Ltd didn’t do enough to safeguard him when he was gambling and spending high volumes with an overseas online ‘mystery box’ seller. What happened Mr S had five credit cards with NewDay under the brand names, Pulse, Fluid and Aqua. In J... (3 pages)View decision -
Decision Reference DRN-5090324
7 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5090324 The complaint B, a partnership, complains that Clydesdale Bank Plc (trading as Virgin Money) won’t refund them for transactions that were made as part of a scam. What happened The background to this complaint is well known to both parties, and largely not in dispute. So I w... (2 pages)View decision
