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-4923277
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4923277 The complaint Mr W is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr W is being represented by a claims management company but for ease of reading I’ll only refer to Mr W in my decision. What happened The detailed background to this compl... (10 pages)View decision -
Decision Reference DRN-5012448
23 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5012448 The complaint Miss K complains about the service she got from Admiral Insurance (Gibraltar) Limited and its agent when she made a claim on her motor insurance policy. What happened Miss K reported a crack in her windscreen to Admiral on 30 December 2024. It was to be repair... (3 pages)View decision -
Decision Reference DRN-5092796
23 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5092796 The complaint X is unhappy with the level of service received from Barclays Bank UK PLC (‘Barclays’). X (the consumer in this case) has requested no title or pronouns are used when referring to X. As our Service’s decisions are published on our website and therefore anonymi... (4 pages)View decision -
Decision Reference DRN-5100391
23 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5100391 The complaint Mr H and Mrs H have complained about Hitachi Capital (UK) Plc, now trading as Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim they made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an ... (8 pages)View decision -
Decision Reference DRN-5083294
23 Oct 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5083294 The complaint Mr W complains that TSB Bank plc delayed in paying in a cheque that he wrote and failed to give him information about it. Also that it blocked his cheques and his debit card and asked him to telephone it when he had explained that he didn't want to communi... (3 pages)View decision -
Decision Reference DRN-4949880
23 Oct 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4949880 The complaint Miss M is complaining that Shop Direct Finance Company Limited trading as Very (SDFC) lent to her irresponsibly by providing her with, and then increasing the credit limit on, a catalogue shopping account. A representative has been managing Miss M’s complaint b... (4 pages)View decision -
Decision Reference DRN-4690195
23 Oct 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4690195 The complaint Mr I complains that Ocaso SA, Compania de Seguros y Reaseguros would not agree to increase the payments being made for a loss of rent claim on his commercial property insurance policy, and about delays dealing with the claim. Where I refer to Ocaso SA, Compania... (2 pages)View decision -
Decision Reference DRN-4555233
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4555233 The complaint Mr K is unhappy Revolut Ltd won’t reimburse money he lost to a scam. What happened In September 2021 Mr K fell victim to an investment scam. He was persuaded to make a small initial payment from another of his bank accounts (at a bank that I’ll call N). When he... (8 pages)View decision -
Decision Reference DRN-5099060
23 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5099060 The complaint A limited company, which I’ll refer to as P, complains about Barclays Bank UK PLC’s poor service in relation to setting up a new direct debit to pay its bounce back loan (“BBL”). What happened In late 2023, P asked to close its business current account with Bar... (2 pages)View decision -
Decision Reference DRN-5097134
23 Oct 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5097134 The complaint Miss H complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on her pet insurance policy. What happened Miss H has had a policy with Casualty & General since February 2020 for her pet dog. The policy provides cover for each c... (4 pages)View decision
