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 130193 results
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Decision Reference DRN-4803496
23 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4803496 The complaint Mr W has complained Revolut Ltd did nothing to intervene and stop payments he made which turned out to be a safe account scam. What happened In 2023 Mr W received a phone call from someone purporting to be from Revolut. They alerted him to suspicious transactio... (4 pages)View decision -
Decision Reference DRN-5013591
23 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5013591 The complaint Mrs P is unhappy with Vanquis Bank Limited’s terms and conditions on its 90 day savings account. What happened Mrs P contacted Vanquis about section 19 of its terms and conditions for her 90 day savings account. Mrs P had reviewed her various accounts and want... (4 pages)View decision -
Decision Reference DRN-4110253
23 Sep 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-4110253 The complaint Mr B complains that Novia Financial Plc (“Novia”) failed in its duty by not completing due diligence on, or providing sufficient warnings about, the investments chosen for his Self-Invested Personal Pension (SIPP). He says this has resulted... (35 pages)View decision -
Decision Reference DRN-5014560
23 Sep 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5014560 The complaint Mr M has complained that The Royal Bank of Scotland Plc (“RBS”) failed to protect him from falling victim to a scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key p... (5 pages)View decision -
Decision Reference DRN-4913392
23 Sep 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4913392 The complaint Ms S complains about how Marshmallow Insurance Limited handled a claim made on her motor insurance policy. What happened Ms S’s car was damaged in an incident, and she made a claim on her policy. Marshmallow recovered Ms S’s car, but she was unhappy that it fi... (2 pages)View decision -
Decision Reference DRN-5038144
23 Sep 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5038144 The complaint Mr A is complaining about Brent Shrine Credit Union Limited trading as My Community Bank (MCB) because he says it provided him with a loan he couldn’t afford. What happened In January 2023, Mr A took out a loan for £8,500 with MCB. It was repayable over five ye... (5 pages)View decision -
Decision Reference DRN-5035210
23 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5035210 The complaint E, a charity, complains about the way Barclays Bank UK PLC dealt with a “know your customer” (“KYC”) review, and with its request to change the signatories on its mandate. E has been represented in this complaint by one of its trustees, Mr O. What happened The ... (5 pages)View decision -
Decision Reference DRN-4810028
23 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4810028 The complaint Miss F complains about how AXA Insurance UK Plc (AXA) dealt with a claim on her motor insurance when another driver collided with her parked car. References to AXA include other organisations and individuals acting on its behalf. What happened Miss F had motor ... (2 pages)View decision -
Decision Reference DRN-4862008
23 Sep 2024 Yorkshire Building Society UpheldMortgagesDRN-4862008 The complaint Mr and Mrs U have complained about what happened when they applied to port their mortgage with Yorkshire Building Society trading as Chelsea Building Society to a new build property they wanted to buy. What happened Mr and Mrs U had a mortgage with Chelsea. In ... (5 pages)View decision -
Decision Reference DRN-4851250
23 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851250 The complaint Mr B has complained that Monzo Bank Ltd did not do enough to support him with his gambling addiction. What happened Mr B has a long standing gambling addiction. He thought that the pattern of transactions on his bank account should have prompted Monzo to step i... (4 pages)View decision