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
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Decision Reference DRN-4966328
30 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4966328 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr M was cold called by an investment company who turned out to be a scam. He had to pay into the ‘investment’ through a cryptocurrency prov... (7 pages)View decision -
Decision Reference DRN-5262681
30 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5262681 The complaint Miss J complains that NewDay Ltd, trading as Aqua, were unreasonable to terminate and default her account. What happened Miss J had an Aqua credit card account. In May 2024 she contacted Aqua and told them she was in financial difficulty. They placed a hold on ... (2 pages)View decision -
Decision Reference DRN-4842906
28 Jan 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4842906 The complaint Mr R complains about the decision by Sainsbury’s Bank Plc (“Sainsbury’s”) to decline his Section 75 claim for some damaged flooring. He wants Sainsbury’s to refund him for the flooring he purchased. What happened In Summer 2022, Mr R purchased flooring tiles fr... (3 pages)View decision -
Decision Reference DRN-4939754
28 Jan 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4939754 The complaint Mr S complains that American Express Services Europe Limited (AESEL) or “Amex” didn’t treat him fairly when he requested a refund of a payment made with his credit card. What happened Mr S used his Amex credit card to pay for a rental car booking in October 20... (4 pages)View decision -
Decision Reference DRN-5291367
28 Jan 2025 Quilter Wealth Ltd UpheldPensions and AnnuitiesDRN-5291367 The complaint Mr S is represented. His complaint relates to the following firms – Aqua Financial Services Ltd (‘Aqua’) – the firm who recommended a pension switch to him in 2019; in the main, he says the pension switch was unsuitable, and he seeks redress (including a ful... (14 pages)View decision -
Decision Reference DRN-5251899
28 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5251899 The complaint Mr D complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his investment into a self-invested personal pension (‘SIPP’) when, he says, it shouldn’t have accepted business from the business who introduced him to Options;... (44 pages)View decision -
Decision Reference DRN-5292906
28 Jan 2025 Yorsipp Limited UpheldPensions and AnnuitiesDRN-5292906 The complaint Mr T complains the Yorsipp Limited (‘Yorsipp’) Self-Invested Personal Pension (‘SIPP’) that was opened for him in 2013, and the investments made within it, were unsuitable for him. And that Yorsipp didn’t carry out adequate due diligence on the adviser that int... (40 pages)View decision -
Decision Reference DRN-5292812
28 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5292812 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) failed to protect him from falling victim to a cryptocurrency investment scam. What happened Earlier this month I issued a provisional decision (“PD”) setting out why I was intending to uphold Mr M’s co... (6 pages)View decision -
Decision Reference DRN-5227643
28 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5227643 The complaint Mr S complains about how Watford Insurance Company Europe Limited (“Watford”) unfairly declined his claim when his car was stolen. What happened Mr S has a motor insurance policy with Watford. The policy renewed in June 2023. In September 2023 Mr S... (3 pages)View decision -
Decision Reference DRN-5239320
28 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5239320 The complaint Mr and Mrs G have complained that Accredited Insurance (Europe) Ltd (AIE) unfairly and unreasonably refused to pay their claim for the theft of their car under their motor policy because it believed the car had been left unlocked. Mr G is the policyholder here... (7 pages)View decision