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 365917 results
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Decision Reference DRN-5229350
24 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5229350 The complaint Mr C complains that National Westminster Bank Plc (“NatWest”) allowed him to make payments to a cryptocurrency exchange platform. What happened Mr C started trading cryptocurrency and began to make substantial losses starting in September and October 2023. He l... (3 pages)View decision -
Decision Reference DRN-4971914
24 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4971914 The complaint Miss F has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In May 2023 Miss F entered into a two-year fixed sum loan agreemen... (5 pages)View decision -
Decision Reference DRN-5170452
24 Jan 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5170452 The complaint Miss B is unhappy that Kroo Bank Ltd applied a fraud marker against her name. What happened In February 2024, Miss B opened an account with Kroo. Between 22 February 2024 and 6 March 2024, the account received faster payments from a number of different people. ... (3 pages)View decision -
Decision Reference DRN-5285688
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5285688 The complaint Mr N is unhappy with the service he received from Barclays Bank UK PLC surrounding his ISA. What happened In January 2023, Mr N visited a Barclays branch to arrange for the transfer of an ISA he held with another provider (which I’ll refer to as ‘X’) to Barcla... (4 pages)View decision -
Decision Reference DRN-5285318
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5285318 The complaint Mr P complains that Revolut Ltd (Revolut) won’t refund the money he lost to a scam. What happened I issued my provisional decision on this complaint on 20 December 2024. I wanted to give both sides a chance to provide any further evidence and arguments before ... (12 pages)View decision -
Decision Reference DRN-5089871
24 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-5089871 The complaint Mr C complains that Covea Insurance plc (Covea) has unfairly cancelled his insurance policy, recorded that on industry databases and won’t meet a claim he made for damaged property. What happened Mr C’s dining table was damaged accidentally in mid-2023. Mr C ap... (3 pages)View decision -
Decision Reference DRN-4984440
24 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4984440 The complaint Mrs N and Mr N complain about Royal & Sun Alliance Insurance Limited’s handling of their subsidence claim. What happened The background to this complaint is well known to both parties, so I’ll give only a brief summary here, concentrating on the key issues.... (6 pages)View decision -
Decision Reference DRN-5278265
24 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5278265 The complaint Mr D complains about the price quoted by Royal & Sun Alliance Insurance Limited (“RSA”) to renew his pet insurance policy. What happened Mr D received a quote to renew his policy which he says was significantly higher than what he’d paid the previous year.... (3 pages)View decision -
Decision Reference DRN-5252229
24 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5252229 The complaint Mr G complains that NewDay lent irresponsibly when it approved three different credit card applications he made and increased the credit limits. What happened Mr G applied for a Debenhams credit card with NewDay in February 2019. In his application, Mr G said ... (4 pages)View decision -
Decision Reference DRN-5034512
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5034512 The complaint Mr P complains that Revolut Ltd won’t refund money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. In summary, Mr P complains that he made the following card paymen... (8 pages)View decision