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 125400 results
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Decision Reference DRN-5101797
23 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5101797 The complaint Miss X has complained that HSBC UK Bank Plc registered a fraud marker against her, regarding transactions she says she didn’t make or otherwise authorise. What happened In spring 2020, Miss X’s account was used to receive and send on funds which were later foun... (3 pages)View decision -
Decision Reference DRN-5096862
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5096862 The complaint Ms L complained because Revolut Ltd refused to refund her for transactions which she said she didn’t make. What happened At around 6am on 25 March 2024, Ms L logged into her Revolut app on her phone, to see what the current exchange rate was. She normally used... (8 pages)View decision -
Decision Reference DRN-5101306
23 Oct 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5101306 The complaint Mr H has complained about a transfer of his Phoenix Life Limited personal pension to a small self-administered scheme (SSAS 1 ) in February 2014. Mr H’s SSAS was subsequently used to invest in storage pods. The investment now appears to be illiquid and has litt... (14 pages)View decision -
Decision Reference DRN-4930150
23 Oct 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4930150 The complaint Mr S complains that Barclays Bank UK PLC has unfairly retracted the agreement he had in place which allowed him a further two years past the maturity of his interest only mortgage to repay the balance in full. What happened Mr S holds an interest only mortgage... (4 pages)View decision -
Decision Reference DRN-5101460
23 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5101460 The complaint Miss G has complained about her contents insurer AXA Insurance UK Plc because it declined to settle her claim for stolen jewellery. What happened In 2023 Miss G’s home was broken into and some electrical items and jewellery were taken. AXA began assessing the ... (4 pages)View decision -
Decision Reference DRN-5069853
23 Oct 2024 Tandem Home Loans Ltd UpheldMortgagesDRN-5069853 The complaint Mr and Mrs M complain that Tandem Home Loans Ltd continued to contact them regarding their debt despite them being declared bankrupt in 2017. They also said it has recorded incorrect information on their credit files. What happened In 2014, Mr and Mrs M took ou... (4 pages)View decision -
Decision Reference DRN-4651303
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4651303 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr S says that on the evening of 25 March 2022 he clicked on a link in an email he received about a delivery. He provided information and... (10 pages)View decision -
Decision Reference DRN-5099815
23 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5099815 The complaint Mr B has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summari... (4 pages)View decision -
Decision Reference DRN-4999190
23 Oct 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4999190 The complaint Miss B and Mr N complain about Advantage Insurance Company Limited (“Advantage”) for declining their claim for a damaged television. They want Advantage to settle their claim. What happened Miss B and Mr N insured their home contents with Advantage. Their polic... (3 pages)View decision -
Decision Reference DRN-4983588
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4983588 The complaint Miss E complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Miss E found an investment opportunity online. She agreed to sign up, as she was told her capital would be protected under a ‘stop loss’ scheme, and began in... (6 pages)View decision
