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 360264 results
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Decision Reference DRN-5019390
15 Nov 2024 Honda Finance Europe Plc UpheldConsumer CreditDRN-5019390 The complaint Mrs O complains about the quality of a new car that was supplied through a hire purchase agreement with Honda Finance Europe Plc (Honda). What happened In April 2022, Mrs O acquired a new car through a hire purchase agreement with Honda. The cash price of the c... (4 pages)View decision -
Decision Reference DRN-4690367
15 Nov 2024 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-4690367 The complaint Mr C has complained about the advice he was given by St James’s Place Wealth Management Plc (‘SJPWM’) to invest into an Enterprise Investment Scheme (‘EIS’) rather than a Venture Capital Trust (‘VCT’). He says he was never advised there was a potential to not b... (6 pages)View decision -
Decision Reference DRN-5024631
15 Nov 2024 Wirex Limited Not upheldBanking and PaymentsDRN-5024631 The complaint Mr D complains that Wirex Limited restricted access to his account. He’d like his funds released and compensation for the impact on him. What happened Mr D had an account with Wirex. On 14 March 2024 Wirex restricted Mr D’s account. On 4 April 2024 Wirex contac... (2 pages)View decision -
Decision Reference DRN-4981724
15 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4981724 The complaint Mr T is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr T say... (10 pages)View decision -
Decision Reference DRN-4896252
15 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4896252 The complaint Mr W complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr W was contacted on a messaging service by a recruiter about a job opportunity. The job was fully remote and involved him carrying out a set number of tasks i... (4 pages)View decision -
Decision Reference DRN-5137021
15 Nov 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5137021 The complaint Miss A complains that Watford Insurance Company Europe Limited (“Watford”) cancelled her car insurance policy due to fraud. References to Watford include its agents. What happened In September 2023 Miss A took out a car insurance policy underwritten by Watfor... (4 pages)View decision -
Decision Reference DRN-4779225
15 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4779225 The complaint Mr C complains about the way Barclays Bank UK PLC trading as Barclaycard handled his claim for a refund under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened Mr C purchased a bike from a retailer in September 2022 using his Barclaycard ... (4 pages)View decision -
Decision Reference DRN-5026835
15 Nov 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5026835 The complaint Two businesses B1 and B2 complain about how Arthur J. Gallagher Insurance Brokers Limited (“AJG”) have administered a New Homes building warranty policy. Mr C, a director of both businesses, brings the complaint on their behalf. For ease, I will refer to Mr C t... (2 pages)View decision -
Decision Reference DRN-5147453
15 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5147453 The complaint Mr M has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mr M has been repre... (4 pages)View decision -
Decision Reference DRN-5096380
15 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5096380 The complaint Mrs F complains that a payment was authorised by Bank of Scotland plc trading as Halifax despite entering the wrong CVV number. What happened Mrs F has explained that in January 2024 she made an order via an online food delivery service. Mrs F has told us that... (2 pages)View decision
