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-4952473
13 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4952473 The complaint Mr and Mrs C have complained about their property insurer Liverpool Victoria Insurance Company Limited (LV) as they feel it unreasonably delayed their claim and, when the claim was eventually paid, the settlement was insufficient. What happened Mr and Mrs C o... (7 pages)View decision -
Decision Reference DRN-4505341
13 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4505341 The complaint Miss E complains that Revolut Ltd did not refund a series of transactions she lost to a scam. What happened Miss E fell victim to a task-based job scam and made the following payments from her Revolut account: Date Amount (£) Payment type 5 June 2023 156.00 Pus... (6 pages)View decision -
Decision Reference DRN-4858035
13 Aug 2024 Julian Hodge Bank Limited UpheldMortgagesDRN-4858035 The complaint Mr and Mrs N’s complaint is about their mortgage with Hodge Lifetime, a trading name of Julian Hodge Bank Limited (referred to here as “Hodge”). Mr N, who has dealt with the complaint throughout, is unhappy that the mortgage term is due to expire in 2025, as h... (6 pages)View decision -
Decision Reference DRN-4963227
13 Aug 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4963227 The complaint Mr O complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) blocked his bank accounts and didn’t explain why . He wants his accounts unblocked. What happened Mr O had three accounts with Chase including a current and a savings account. Mr O comp... (3 pages)View decision -
Decision Reference DRN-4949491
13 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4949491 The complaint Miss H complains Liverpool Victoria Insurance Company Limited (“LV”) didn’t deal with an escape of water claim against her home insurance policy fairly. Miss H is represented, but for ease of reading, I will refer to their actions collectively as hers. Referen... (4 pages)View decision -
Decision Reference DRN-4962069
13 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4962069 The complaint Mrs J has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A ... (5 pages)View decision -
Decision Reference DRN-4849890
13 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4849890 The complaint A company, which I will refer to as D, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened One of our investigators looked at this complaint. Briefly, he said: Barclays began a Know Your Customer (KYC) review of D’s account in... (4 pages)View decision -
Decision Reference DRN-4922155
13 Aug 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4922155 The complaint Mr C, through his representative, complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk (“MoneyBoat”) lent to him irresponsibly. What happened Mr C took seven loans between September 2020 and August 2021. They ranged from £200 at the begin... (4 pages)View decision -
Decision Reference DRN-4963092
13 Aug 2024 One Insurance Limited UpheldInsuranceDRN-4963092 The complaint Mr and Mrs H complained about the delays One Insurance Limited (“One Insurance”) caused in progressing their motor claim under their policy. They were unhappy with the poor communication received and with the damage caused to their car whilst been in the garage... (5 pages)View decision -
Decision Reference DRN-4922746
13 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4922746 The complaint Mr S complains about delays and mistakes from Barclays Bank UK PLC trading as Barclaycard after he made a Data Subject Access Request (DSAR). What happened In November 2023 Mr S made a DSAR by email to Barclaycard. Around a month later, Mr S chased Barclaycard ... (2 pages)View decision