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-4738854
28 Nov 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4738854 The complaint Mr M complains Assetz SME Capital Limited (“Assetz”) has introduced a new fee that he doesn’t think is justified or consistent with the previous statements it made to investors about what would happen if the platform closed. He has requested a refund of the fee... (8 pages)View decision -
Decision Reference DRN-5016603
28 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5016603 The complaint Ms Z complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost when she fell victim to a scam. What happened Ms Z says that in March 2023 she met a man on a dating site who said that he could help her to earn money by investing in cryptocurrency. ... (5 pages)View decision -
Decision Reference DRN-4868439
27 Nov 2024 National House-Building Council UpheldInsuranceDRN-4868439 The complaint Mrs G complains about the way National House-Building Council (“NHBC”) handled a claim made under her building warranty. What happened In 2023 Mrs G made a claim under her Buildmark warranty when she noticed the external render of her home had blown. A claims i... (3 pages)View decision -
Decision Reference DRN-5094522
27 Nov 2024 MBNA Limited UpheldBanking and PaymentsDRN-5094522 The complaint Mr H complains that MBNA Limited was irresponsible when it offered him a credit card account. What happened MBNA opened a credit card account for Mr H in August 2020 with a credit limit of £8,000. I understand the facility was withdrawn in March 2024. Mr H co... (5 pages)View decision -
Decision Reference DRN-5084626
27 Nov 2024 Citibank UK Limited UpheldBanking and PaymentsDRN-5084626 The complaint Mr R complains that Citibank UK Limited (Citi) won’t refund money he lost in an investment scam. What happened What Mr R says: Mr R came across an online advertisement for investment opportunities trading in crypto currency. He says he carried out some research... (8 pages)View decision -
Decision Reference DRN-4950416
27 Nov 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4950416 The complaint Mr S has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In September 2022 Mr S entered into a two-year fixed sum loan agreeme... (4 pages)View decision -
Decision Reference DRN-4846183
27 Nov 2024 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4846183 The complaint Mr G complains about the actions of Fund Ourselves Limited (“Fund Ourselves”) in relation to a peer-to-peer loan he has with it. What happened Mr G says that he noticed Fund Ourselves was reporting the wrong address to the credit reference agencies (CRA’s). Mr... (3 pages)View decision -
Decision Reference DRN-5133348
27 Nov 2024 Marshmallow Financial Services Ltd UpheldInsuranceDRN-5133348 The complaint Mr A complains about the service he received from Marshmallow Financial Services Ltd. What happened Mr A had a new motor insurance policy, arranged though Marshmallow. In April 2024, a few days before his policy was due to start, he contacted Marshmallow via it... (2 pages)View decision -
Decision Reference DRN-5068090
27 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5068090 The complaint Miss S complains about Admiral Insurance (Gibraltar) Limited’s handling of her car insurance policy. What happened Miss S had a car insurance policy with Admiral. In August 2023, she made an amendment to her policy online, which involved a change in the car reg... (3 pages)View decision -
Decision Reference DRN-5175364
27 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5175364 The complaint Mrs and Mr H complain about how AXA Insurance UK Plc handled and settled a claim they made under their household insurance policy following the loss of a diamond. What happened The background to this complaint and my initial conclusions were set out in my prov... (6 pages)View decision
