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 121262 results
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Decision Reference DRN-3858224
19 Oct 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3858224 The complaint Mr B is unhappy that Starling Bank Limited is not refunding him after he fell victim to what he considers a scam. What happened The circumstances that led to this complaint are well known, so I won’t repeat them in detail here. I’ll recap the key points and focus ... (5 pages)View decision -
Decision Reference DRN-4401281
19 Oct 2023 British Gas Insurance Limited UpheldInsuranceDRN-4401281 The complaint Mrs C complains about damage to her home caused by British Gas Insurance Limited when they carried out repairs after she made a claim under her home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide onl... (6 pages)View decision -
Decision Reference DRN-4208896
19 Oct 2023 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4208896 The complaint Mr M, director of P (a limited company) and Mrs M (P’s company secretary) are unhappy Tide Platform Ltd won’t reimburse P for the money it lost when Mr M fell victim to a scam. What happened Mr M fell victim to a safe account scam. He received a text message, appa... (3 pages)View decision -
Decision Reference DRN-4392334
19 Oct 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4392334 The complaint Mrs M, director of E (a limited company) is unhappy Revolut Ltd won’t reimburse E for the money it lost when she fell victim to a scam. What happened Mrs M (on behalf of E) is represented in this complaint by a solicitor, for simplicity I will refer to Mrs M throu... (3 pages)View decision -
Decision Reference DRN-4310565
19 Oct 2023 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-4310565 The complaint Mr R complains that AvantCredit of UK, LLC trading as AvantCredit irresponsibly lent to him. What happened AvantCredit lent Mr R a loan in April 2016, the loan was for £2,000 with 24 monthly instalments of around £113. The highest monthly instalment was £113.45. T... (2 pages)View decision -
Decision Reference DRN-4371936
19 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4371936 The complaint Miss C, through a representative, says NewDay Ltd, trading as Opus, irresponsibly lent to her. What happened Miss C applied for a credit card from NewDay in May 2018. It was approved with a limit of £900. She was then given four credit limit increases between June... (3 pages)View decision -
Decision Reference DRN-3822644
19 Oct 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-3822644 The complaint Mr E complains about the advice Lighthouse Advisory Services Limited (‘Lighthouse’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a self-invested personal pension (‘SI... (10 pages)View decision -
Decision Reference DRN-4394236
19 Oct 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4394236 The complaint Mr H complains that Santander UK Plc (“Santander”) blocked his account for ten weeks, causing him considerable distress and inconvenience. What happened Mr H is represented by a relative in bringing this complaint but, for ease of reading, I’ll refer to all submis... (3 pages)View decision -
Decision Reference DRN-4362108
19 Oct 2023 West Bay Insurance Plc UpheldInsuranceDRN-4362108 The complaint Mr W has complained about the excessive delay in settling his claim for the theft of his motorbike by West Bay Insurance Plc under his motor policy. What happened Mr W’s motorbike was stolen from his garage in August 2022 all of which was seen on CCTV. Sadly, his ... (2 pages)View decision -
Decision Reference DRN-4408365
19 Oct 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4408365 The complaint Mr K is unhappy with AXA Insurance UK Plc’s handling of a claim he made under his commercial (landlord’s) insurance policy, following an ingress of water. What happened The details of this complaint are well known to both parties, so I will not repeat them in full... (4 pages)View decision
