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 362716 results
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Decision Reference DRN-4866940
4 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4866940 The complaint Mr and Mrs R complain Accredited Insurance (Europe) Ltd (Accredited Insurance) unfairly declined to settle their claim on their home insurance policy. References to Mr R or Mrs R, will include the other. Accredited Insurance are the underwriters of this polic... (3 pages)View decision -
Decision Reference DRN-5078218
4 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5078218 The complaint Mr D complains that Nationwide Building Society failed to note his vulnerability, due to medical conditions, on its records. And that its adviser intentionally disconnected a call when he called to complain about it. What happened In October 2023 Mr D sent an ... (3 pages)View decision -
Decision Reference DRN-5188579
4 Dec 2024 UCB Home Loans Corporation Ltd Not upheldMortgagesDRN-5188579 The complaint Mr and Mrs L’s complaint arises out of their buy-to-let (BTL) mortgage account with UCB Home Loans Corporation Ltd (referred to here as “UCB”). Mr and Mrs L are unhappy that, when their mortgage term expired in 2018, UCB failed to notify them that the interest... (3 pages)View decision -
Decision Reference DRN-4898115
4 Dec 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4898115 The complaint Miss L has complained, with the help of a professional representative, about a transfer of her The Prudential Assurance Company Limited (‘Prudential’) personal pension to a small self- administered scheme (SSAS) in September 2016. Miss L’s SSAS was subsequently... (11 pages)View decision -
Decision Reference DRN-4887651
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4887651 The complaint Mrs N complains that Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will... (2 pages)View decision -
Decision Reference DRN-5188002
4 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5188002 The complaint Mr B complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr B has explained that in May and ... (9 pages)View decision -
Decision Reference DRN-5163648
4 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5163648 The complaint Mrs C complains Barclays Bank UK PLC (Barclays) refused to allow a cash withdrawal from her bank account. What happened Mrs C says she is a long-standing customer of Barclays and visited a branch on a Saturday in late August 2024 to make a cash withdrawal of £2... (3 pages)View decision -
Decision Reference DRN-5019386
4 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5019386 The complaint Mr G complains that a car that was supplied to him under a conditional sale agreement wasn’t of satisfactory quality. What happened A used car was supplied to Mr G under a conditional sale agreement with Moneybarn that he electronically signed in December 2022.... (3 pages)View decision -
Decision Reference DRN-4721945
4 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4721945 The complaint Mr C complains Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr C has a savings account with Virgin Money. He’s been a customer for many years. Between May 2018 and April 201... (2 pages)View decision -
Decision Reference DRN-4480161
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4480161 The complaint Mrs J complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. Mrs J is being represented by solicitors in this complaint. What happened In June and July 2023, Mrs J made nine transactions totalling just over £5,700 i... (3 pages)View decision
