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 128535 results
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Decision Reference DRN-5245018
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5245018 The complaint Ms R complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost when she fell victim to a scam. What happened Ms R invested £42,000 in a company called Buy2let/Raedex Consortium Ltd – “B” in September 2019. Ms R’s understanding of the investment w... (7 pages)View decision -
Decision Reference DRN-4974898
15 Jan 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4974898 The complaint Mrs J has complained that Scottish Widows Limited (SW) didn’t correctly apply contributions which were made to the pension plan she held with it. Mrs J has further said that a transfer out from SW was delayed. What happened The investigator who considered this ... (8 pages)View decision -
Decision Reference DRN-5129368
15 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5129368 The complaint Mr H complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr H has an account with Revolut that he opened in January 2023. He has an account elsewhere too with a business who I’ll refer to as “H” through... (2 pages)View decision -
Decision Reference DRN-5045133
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5045133 The complaint Mr K complains Monzo Bank Ltd (“Monzo”) didn’t do enough to help get a refund for a purchase made on his debit card. What happened In August 2023, Mr K bought an item from a supplier I’ll call A. The item cost £599 and Mr K paid using his Monzo debit card. Mr ... (3 pages)View decision -
Decision Reference DRN-5262210
15 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5262210 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) held him liable for transactions he didn’t recognise. What happened What Mr H says Mr H has said that he lost his Vanquis credit card sometime in 2023 and subsequently lost his bus pass with his name and addr... (4 pages)View decision -
Decision Reference DRN-5040705
15 Jan 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5040705 The complaint E, a club, complain that PayrNet Limited have declined to refund them in full for transactions they say they didn’t make. E held an ANNA branded account – who provide services on behalf of PayrNet. For ease of reading in this decision I’ll refer to ANNA. What... (3 pages)View decision -
Decision Reference DRN-5247331
15 Jan 2025 Currencies Direct Limited UpheldBanking and PaymentsDRN-5247331 The complaint Mr K complains that Currencies Direct Limited made an error in processing his international payments which resulted in loss and inconvenience for him. What happened Mr K explains that he had been making payments through Currencies Direct to his bank account abr... (3 pages)View decision -
Decision Reference DRN-5028646
15 Jan 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5028646 The complaint Mr M complains about the car supplied by Volvo Car Financial Service UK Limited (VCFS). He says the car isn’t of satisfactory quality. What happened Mr M entered into a hire agreement with VCFS in March 2022. VCFS supplied Mr M a brand-new car. Mr M made an ad... (3 pages)View decision -
Decision Reference DRN-5236345
15 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5236345 The complaint Mr M complains about the information provided by an esure Insurance Limited (esure) representative about his no claims discount. What happened Mr M renewed his car insurance policy with esure in December 2022. The car insurance schedule confirmed Mr M had ‘Not... (3 pages)View decision -
Decision Reference DRN-5251321
15 Jan 2025 Domestic & Gemeral Insurance Plc UpheldInsuranceThe complaint Mr H has complained about Domestic & General Insurance Plc (D&G). He isn’t happy about the way it dealt with a claim under his household appliance insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as foll... (3 pages)View decision