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 361839 results
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Decision Reference DRN-5185011
3 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5185011 The complaint Mr P complains that Revolut Ltd won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and then focus on ex... (4 pages)View decision -
Decision Reference DRN-5185207
3 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5185207 The complaint Mr P complains that Wise Payments Limited (Wise) won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and... (3 pages)View decision -
Decision Reference DRN-4679067
3 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4679067 The complaint Mrs O complains that Lloyds Bank PLC unfairly declined her chargeback for a car she bought using her Lloyds Bank debit card. What happened Mrs O acquired a used car costing £4,300 using her Lloyds Bank debit card. She says she used the car for four weeks and dr... (3 pages)View decision -
Decision Reference DRN-5185488
3 Dec 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5185488 The complaint Mr K complains about the way AA Underwriting Insurance Company Limited handled a claim he made on his motor insurance policy for repairs needed to his car. What happened In May 2023 Mr K was involved in an accident whilst driving his car. The accident was deeme... (4 pages)View decision -
Decision Reference DRN-5133946
3 Dec 2024 Amtrust Europe Limited UpheldInsuranceDRN-5133946 The complaint Mr A complains that Amtrust Europe Limited (Amtrust) made an unfair offer to settle a claim he made on a legal expenses insurance policy. Mr A is represented in his complaint by his solicitor. Where I refer to Mr A within my decision, this should be taken to in... (5 pages)View decision -
Decision Reference DRN-5100659
3 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5100659 The complaint Mr R complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He wants all interest, fees and charges refunded along with statutory interest and any adverse information removed from his credit file. Mr R is represented by a third party... (2 pages)View decision -
Decision Reference DRN-5182434
3 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5182434 The complaint Mrs C’s complaint is about National Westminster Bank Plc not providing accessible banking services for disabled people, particularly those that cannot talk on the telephone. What happened Mrs C says that she was unable to complete an eligibility calculator for ... (4 pages)View decision -
Decision Reference DRN-5077775
3 Dec 2024 JLM MORTGAGE NETWORK LTD UpheldMortgagesDRN-5077775 The complaint Mr T and Miss O have complained about poor customer service from their mortgage broker, a representative of JLM Mortgage Network Ltd (referred to here as JLM). In particular, Mr T and Miss O say that JLM failed to advise them that they needed to pay an early r... (5 pages)View decision -
Decision Reference DRN-4982701
3 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4982701 The complaint Mrs P complains that Royal and Sun Alliance Limited have provided poor service when dealing with her claim following a leak at her property. Mrs P is a vulnerable person, and her daughter, Miss P is representing her in this complaint. When I refer to Miss P in ... (4 pages)View decision -
Decision Reference DRN-4862301
3 Dec 2024 Family Equity Plan Limited Not upheldInvestmentsDRN-4862301 The complaint Mr H complains about the performance of a child trust fund and a child Individual Savings Account (ISA) provided by Family Equity Plan Limited trading as ‘One Family’. What happened Mr H said he put money into the funds to pay his children through university b... (3 pages)View decision
