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-4838256
13 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4838256 The complaint Mr P complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr P has explained that in August 2023 he made ... (9 pages)View decision -
Decision Reference DRN-5021301
13 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5021301 The complaint Mr E complains that Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly declined a claim under his pet insurance policy. Where I refer to RSA, this includes the actions of its agents and claims handlers for which it takes responsibility. What happ... (4 pages)View decision -
Decision Reference DRN-4429321
13 Sep 2024 ReAssure Limited UpheldInsuranceDRN-4429321 The complaint Mr and Mrs M complain that ReAssure Limited wrongly amalgamated their five whole of life policies into one against their wishes. They say that as a result they’ve lost flexibility in their financial planning and feel the policies have been negatively impacted b... (4 pages)View decision -
Decision Reference DRN-5020944
13 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5020944 The complaint Mr H complains that Carey Pensions UK LLP (‘Carey’) (now Options UK Personal Pensions LLP, but I’ll refer to Carey for ease) shouldn’t have accepted his Self-Invested Personal Pension (‘SIPP’) and investment application forms from an unregulated third party. He... (36 pages)View decision -
Decision Reference DRN-4432621
13 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4432621 The complaint Mr B complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr B found an advert on social media for a trading company that I’ll call ‘X’ for the purposes of this decision. He went onto their website which looked profess... (7 pages)View decision -
Decision Reference DRN-5020982
13 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-5020982 The complaint Mr B complains about the settlement payment U K Insurance Limited (UKI) offered him following the total loss of his car due to an accident, under his motor insurance policy. What happened Mr B was involved in an accident when driving. He made a claim to UKI wh... (3 pages)View decision -
Decision Reference DRN-5008204
13 Sep 2024 Lloyds Bank PLC UpheldConsumer CreditDRN-5008204 The complaint Mr G says Lloyds Bank PLC irresponsibly lent to him. What happened Mr G took out a loan for £7,000 over 12 months on 21 May 2024. The monthly repayments were £617.27 and the total repayable was £7,407.24. Mr G says he took the loan out as he fell victim to a sc... (3 pages)View decision -
Decision Reference DRN-5020566
13 Sep 2024 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-5020566 The complaint Mr F complains that Curtis Banks Limited (‘CBL’) shouldn’t have accepted his application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due diligence on the introducer and intended investment, causing him a financial + , ... (35 pages)View decision -
Decision Reference DRN-4803779
13 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4803779 The complaint Mr B complains that Barclays Bank UK PLC delayed his payment and provided poor service when he tried to resolve the issue. What happened Mr B issued a cheque which went unpaid due to an issue with the signature. He then tried to make the payment by telephone ba... (2 pages)View decision -
Decision Reference DRN-4950280
13 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4950280 The complaint Z, a limited company, complains that HSBC UK Bank Plc made an error when recording the date of a default. What happened Z had a commercial card account. It explains that it found that a default had been registered on its record in January 2024 which affected it... (2 pages)View decision