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-4794346
24 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4794346 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss B is being represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The background o... (5 pages)View decision -
Decision Reference DRN-5223906
24 Jan 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5223906 The complaint Mr A complains that Scottish Equitable Limited trading as Aegon (Aegon) have incorrectly administered his Self-Invested Personal Pension Plan (SIPP) depriving him of access to his money. He wants his money returned to him. What happened Mr A was auto enrolled ... (3 pages)View decision -
Decision Reference DRN-5191083
24 Jan 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5191083 The complaint Mr J complains about the quality several mobile telephone devices, each bought using a fixed sum loan agreement with Telefonica UK Limited trading as O2. What happened In March 2023, Mr J contacted Telefonica to talk about some problems he had with a mobile tel... (3 pages)View decision -
Decision Reference DRN-5285200
24 Jan 2025 RAC Insurance Limited UpheldInsuranceDRN-5285200 The complaint Mr A complains about costs which RAC Insurance Limited (“RAC”) haven’t paid following a claim he made on his roadside assistance insurance policy. References to RAC include its agents. What happened In October 2023 Mr A and his wife went on a trip around Euro... (5 pages)View decision -
Decision Reference DRN-4787309
24 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4787309 The complaint Mrs K complains that BMW Financial Services (GB) Limited trading as MINI Financial Services (“BMWFS”) overcharged her when she settled her agreement early. What happened Mrs K acquired a used car under a 36 month hire purchase agreement with BMWFS in early Dece... (5 pages)View decision -
Decision Reference DRN-5284954
24 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5284954 The complaint Miss A complains after Lloyds Bank General Insurance Limited (Lloyds) declined her claim, following a theft at her property. What happened Following a break-in at her property at the end of October 2023, Miss A raised a claim with Lloyds. Due to the circumstan... (2 pages)View decision -
Decision Reference DRN-5281397
24 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5281397 The complaint Mr A and Miss A complain that HSBC UK Bank Plc unfairly restricted and then closed their account. As the main complainant and for ease, I’ll mostly refer to Mr A in my decision. What happened Around April, HSBC restricted Mr A’s account and later decided to clo... (4 pages)View decision -
Decision Reference DRN-5252228
24 Jan 2025 Lendable Ltd Not upheldConsumer CreditDRN-5252228 The complaint Mr B complains that Lendable Ltd was irresponsible in its lending to him. He wants all interest and fees he paid on the loans refunded. What happened Mr B was provided with two loans by Lendable. Loan one (£7,000) was provided in June 2019 and was repayable ove... (4 pages)View decision -
Decision Reference DRN-5240947
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5240947 Complaint Mrs O has complained about a credit card and subsequent credit limit increases that Barclays Bank UK PLC (trading as “Barclaycard”) provided to her. She says the credit card and limit increases were not affordable for her and so shouldn’t have been provided. Backg... (9 pages)View decision -
Decision Reference DRN-5244606
24 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5244606 The complaint Mr M complains about the service Liverpool Victoria Insurance Company trading as LV= (LV) provided following a claim on his car insurance policy. What happened In January 2023, following an accident, Mr M contacted LV to make a claim on his car insurance polic... (6 pages)View decision
