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-4858464
22 Nov 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4858464 The complaint Miss W complains that American Express Services Europe Limited hasn’t refunded her for work carried out on her car that wasn’t performed correctly. What happened In October 2021, Miss W paid a garage who I’ll call ‘K’ a total of £2,683.10 using her American Exp... (3 pages)View decision -
Decision Reference DRN-4697598
22 Nov 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4697598 The complaint Mr R complains that American Express Services Europe Limited (“American Express”) hasn’t refunded him the cost of a sofa that he purchased. What happened In August 2023, Mr R used his American Express credit card to purchase an ex-display sofa from a supplier I... (3 pages)View decision -
Decision Reference DRN-4967174
22 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4967174 The complaint Ms N complains that Aviva Insurance Limited has acted unfairly when handling a claim made on her motor insurance policy and she has lost out as a result. What happened A claim was made with Aviva on 9 August 2023. When the claim was first made, Aviva felt Ms N’... (4 pages)View decision -
Decision Reference DRN-5131664
22 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5131664 The complaint Miss G complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance was irresponsible in its lending to her. Miss G is represented by a third party but for ease of reference I have referred to Miss G throughout this complaint. What happened ... (3 pages)View decision -
Decision Reference DRN-5092957
22 Nov 2024 Honda Finance Europe Plc Not upheldConsumer CreditDRN-5092957 The complaint Ms L complains that Honda Finance Europe Plc (Honda) didn’t sufficiently check she could sustain the repayments before they agreed to lend to her. In bringing her complaint Ms L is represented by a third party. For ease of reading I will only refer to Ms L in m... (3 pages)View decision -
Decision Reference DRN-5165546
22 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5165546 The complaint Miss D is complaining that Revolut Ltd haven’t refunded payments she made as part of an Authorised Push Payment (APP) scam. What happened On 1 April 2023, Miss D received a text message and a call, apparently from her credit card company, suggesting that her ac... (9 pages)View decision -
Decision Reference DRN-5164982
22 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5164982 The complaint Ms J complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of a motor insurance claim. What happened Ms J insured her car with Admiral. After she was involved in a collision, she made a claim. Admiral confirmed the claim was covered and arr... (5 pages)View decision -
Decision Reference DRN-4987438
22 Nov 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4987438 The complaint Mrs F says The Prudential Assurance Company Limited is responsible for several failings in relation to the charges applied to her personal pension. She also says she wasn’t allowed to make additional contributions to her policy. As a result she says she’s suffe... (4 pages)View decision -
Decision Reference DRN-5125225
22 Nov 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5125225 The complaint Ms M complains about how Accredited Insurance (Europe) Ltd (“Accredited”) handled a claim under her car insurance policy. When I mention Accredited I also mean its suppliers and claims handling companies working on behalf of Accredited. What happened Ms M had a... (4 pages)View decision -
Decision Reference DRN-5017279
22 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5017279 The complaint Miss W complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss W fell victim to a fake job scam after she ... (10 pages)View decision
