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 364862 results
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Decision Reference DRN-5132566
16 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5132566 The complaint Mr F has complained about the actions of Aviva Life & Pensions UK Limited (“Aviva”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asset that is unlikely t... (10 pages)View decision -
Decision Reference DRN-5043656
16 Jan 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5043656 The complaint The estate of Mr K complains that Zurich Assurance Ltd avoided Mr K’s life insurance policy and refused to pay a claim. The estate also complains about delays and consequential losses. The estate is represented by a relative, Ms K. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-5249842
16 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5249842 The complaint Ms C is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms C fell victim to a cruel investment scam that she saw advertised on social media and appeared ... (12 pages)View decision -
Decision Reference DRN-5223659
16 Jan 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5223659 The complaint Miss D and Miss N complain about the way Barclays Bank UK PLC dealt with them when their joint mortgage fell into arrears. Miss D has dealt with the complaint. Miss D says they are owed an apology for how difficult Barclays made it to sort things out and compen... (5 pages)View decision -
Decision Reference DRN-5243132
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5243132 The complaint Mr R complains that Barclays Bank UK PLC failed to alert him to the fact that he was spending a large amount of money on gambling following his receiving inheritance monies. What happened In December 2019 and again in November 2020, Mr R received a large capit... (3 pages)View decision -
Decision Reference DRN-4760872
16 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4760872 The complaint Mr P complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr P fell victim to a fake job scam. He was contacted via a mobile messaging service by someone offering him a job. They said they’d got his details from a recruitment firm, an... (9 pages)View decision -
Decision Reference DRN-5223201
16 Jan 2025 West One Loan Limited UpheldBanking and PaymentsDRN-5223201 The complaint S, a limited company, complains that West One Loan Limited wrongly claimed it had defaulted on a secured loan and applied additional interest. S is represented by its director, who I’ll refer to as Mr S. Mr S asks that West One refunds the additional interest i... (4 pages)View decision -
Decision Reference DRN-5232006
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5232006 The complaint Mr C is unhappy with the service he’s received from Barclays surrounding a request to recover money that he mistakenly sent to an incorrect account. What happened Mr C contacted Barclays and asked for information on how he could make a lump sum payment towards ... (3 pages)View decision -
Decision Reference DRN-5252287
16 Jan 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5252287 The complaint Mr A complains that The Mortgage Works (UK) Plc (“TMW”) first unfairly rejected his request for term extensions on his two Buy To Let mortgages, based on his credit file, then delayed his applications for months, before finally telling him to make large capital... (8 pages)View decision -
Decision Reference DRN-4857677
16 Jan 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-4857677 The complaint Mr K complains about the quality of a car supplied to him by Volvo Car Financial Services UK Limited (“VCFS”). What happened Mr K acquired a new car under a hire agreement with VCFS in May 2023. Under the agreement, Mr K made an advance payment of £1,889.53 and... (5 pages)View decision
