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 128312 results
-
Decision Reference DRN-5018605
7 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5018605 Complaint Mr A has complained about the quality of a car Toyota Financial Services (UK) PLC (“TFS”) supplied to him through a hire-purchase agreement. Background In November 2023, TFS provided Mr A with finance for a used car. The car was three years old and although the mi... (8 pages)View decision -
Decision Reference DRN-5315881
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5315881 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) retained a scanned copy of his provisional driving licence. What happened Mr M upgraded his young person’s account to an adult account in March 2024. To do this, he provided his passport, provisional driving ... (3 pages)View decision -
Decision Reference DRN-4873673
7 Feb 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4873673 The complaint Mrs H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) is refusing to refund her the amount she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout my decision. Wh... (4 pages)View decision -
Decision Reference DRN-5315587
7 Feb 2025 Standard Life Savings Limited UpheldInvestmentsDRN-5315587 The complaint Mr L complains about Standard Life Savings Limited (abrdn). He’s unhappy with how long it took them to transfer his holdings to another firm. What happened Mr L held investments with abrdn and in early 2023 he requested a transfer of his holdings to another fir... (4 pages)View decision -
Decision Reference DRN-4728239
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4728239 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened Mr R was contacted via WhatsApp in relation to a job opportunity. The job required Mr R to complete various tasks before he could make ... (8 pages)View decision -
Decision Reference DRN-5260411
7 Feb 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5260411 The complaint E, a limited company, complains about what ARAG Legal Expenses Insurance Company Limited did after it made a claim on its Landlord’s Legal Protection policy. E is represented by its director, Mrs A. All references to ARAG include its agents and claims handlers.... (4 pages)View decision -
Decision Reference DRN-4664262
7 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664262 The complaint Mr O complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5239938
7 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5239938 The complaint Mrs E has complained about the way Admiral Insurance (Gibraltar) Limited (Admiral) handled her claim, under the motor insurance policy she held with them. What happened The details of what happened are well known to both parties. So, I will just summarise them ... (2 pages)View decision -
Decision Reference DRN-5077060
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5077060 The complaint Miss G complains that Revolut Ltd refused to reimburse her after she fell victim to a scam. What happened The facts of this case are well known to the parties, and were previously set out by our investigator, so I don't intend to set them out in full here.... (9 pages)View decision -
Decision Reference DRN-5244325
7 Feb 2025 Kensington Mortgage Company Limited UpheldMortgagesDRN-5244325 The complaint Mr G and Miss W’s complaint is about a second charge mortgage that Kensington Mortgage Company trading as Acenden administers on behalf of the lender. They don’t feel that they were provided with the help they needed and asked for when they were in financial di... (4 pages)View decision