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 125267 results
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Decision Reference DRN-5078822
12 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5078822 The complaint Mrs M complains Revolut Ltd didn’t do enough to protect her when she fell victim to an impersonation scam. What happened Mrs M has an account with Revolut that she opened in late 2022. She says she uses her account to pay her salary into, which she then transfe... (2 pages)View decision -
Decision Reference DRN-5078506
12 Oct 2024 AXA Insurance Designated Activity Company UpheldInsuranceDRN-5078506 The complaint Mr and Mrs K complain that AXA Insurance Designated Activity Company (“AXA”) unfairly declined their claim for accidental damage. What happened In February 2023, Mr and Mrs K found that there was sewage overflowing from their septic tank. They got in touch wit... (6 pages)View decision -
Decision Reference DRN-5078239
11 Oct 2024 Citibank UK Limited UpheldBanking and PaymentsDRN-5078239 The complaint Mr K and Ms S complain that Citibank UK Limited closed their account without an explanation. They believe Citibank UK Limited discriminated against them because of their nationality. They are also unhappy with the time it took Citibank UK Limited to transfer th... (5 pages)View decision -
Decision Reference DRN-5078510
11 Oct 2024 One Call Insurance Services Limited UpheldInsuranceDRN-5078510 The complaint Mrs D complains that One Call Insurance Services Limited treated her unfairly when it renewed her home insurance. Mrs D is represented in this matter by a friend but, for simplicity, I’ll refer mainly to Mrs D in my decision. What happened Mrs D had a home insu... (6 pages)View decision -
Decision Reference DRN-5078230
11 Oct 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5078230 The complaint Mr S and Mrs U complain that Barclays Bank UK PLC unfairly recorded missed payments on their credit files in relation to their buy to let mortgage. A family member, who I’ll refer to as Mrs C, has represented Mr S in bringing this complaint to us. Mrs C says th... (6 pages)View decision -
Decision Reference DRN-4922123
11 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4922123 The complaint Mr and Mrs M have complained that National Westminster Bank Plc (“NatWest”) hasn’t given them access to accounts and information in the way they want. What happened Mr and Mrs M had raised a prior complaint with NatWest because Mrs M couldn’t access Mr M’s paye... (4 pages)View decision -
Decision Reference DRN-4957561
11 Oct 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4957561 The complaint Miss M complains about a car she acquired with credit provided by Secure Trust Bank Plc, trading as V12 Vehicle Finance. What happened In September 2023 Miss M entered into a regulated hire purchase agreement with V12 Vehicle Finance in relation to a used car. ... (3 pages)View decision -
Decision Reference DRN-5078220
11 Oct 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5078220 The complaint Mr and Mrs P complain about Advantage Insurance Company Limited’s (Advantage) decision to decline their claim for damage caused by an escape of water, under their home buildings insurance policy. I’ll refer to Mrs P in my decision for ease. What happened Mrs ... (3 pages)View decision -
Decision Reference DRN-5025091
11 Oct 2024 Lex Autolease Ltd UpheldConsumer CreditDRN-5025091 The complaint Mr W complains that Lex Autolease Ltd has unfairly recorded a default on an account he held with it for a car rental agreement. He also complains that it has mismanaged the account by unfairly failing to modify it as agreed when the term was extended. What happ... (8 pages)View decision -
Decision Reference DRN-5077824
11 Oct 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-5077824 The complaint Mr B complains about unsuitable advice he says he received from Mr X to move his defined benefit pension to a self-invested personal pension (SIPP). Mr B has suffered significant losses following the transfer. Mr B says Mr X was representing Future Wealth Manag... (18 pages)View decision
