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 119791 results
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Decision Reference DRN-4103929
15 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4103929 The complaint Ms B complains about Ageas Insurance Limited’s (“Ageas”) decision to decline her claim under her car insurance policy. What happened Ms B says her car was stolen and, although it was later found by the police, there was fire damage caused to the car. She reported ... (2 pages)View decision -
Decision Reference DRN-4113815
15 May 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-4113815 The complaint Mrs A complains that Barclays Bank UK PLC didn’t provide enough notice of the amount due to settle her loan. In bringing this complaint Mrs A is represented by her husband. For ease I’ve reading, I’ve simply referred to Mrs A throughout this decision. What happene... (3 pages)View decision -
Decision Reference DRN-4108806
15 May 2023 Fly Now Pay Later Limited UpheldConsumer CreditDRN-4108806 The complaint Mr D complains about the reports Fly Now Pay Later Limited, trading as Fly Now Pay Later, who I’ll call “FNPL”, have made to his credit file. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’... (2 pages)View decision -
Decision Reference DRN-4086217
15 May 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4086217 The complaint Mr M complains Revolut Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr M fell victim to an investment scam. Generally, money was transferred between Mr M’s account with another bank and his Revolut account before card payments w... (4 pages)View decision -
Decision Reference DRN-3954132
15 May 2023 Animal Friends Insurance Services Ltd UpheldInsuranceDRN-3954132 The complaint Mr J complains about how Animal Friends Insurance Services Ltd, trading as Animal Friends dealt with a claim he made on his pet insurance policy. Although Mr J is represented by a family member in this complaint. In my decision, I’ll only refer to Mr J. What happe... (3 pages)View decision -
Decision Reference DRN-4097744
15 May 2023 Leeds Building Society UpheldBanking and PaymentsDRN-4097744 The complaint Mr F and Ms P complain in their capacity as trustees of a trust, which I will call T. Briefly, they complain that Leeds Building Society acted without the proper authority in respect of T’s money. What happened The background to this complaint is complex, but I se... (2 pages)View decision -
Decision Reference DRN-3870481
15 May 2023 Studio Retail Limited UpheldConsumer CreditDRN-3870481 The complaint Miss W has complained that Studio Retail Limited (“Studio”) irresponsibly lent to her. What happened Miss W opened a shopping account with Studio in March 2019. Her account had an initial limit of £150 which was increased on five later occasions, eventually reachi... (3 pages)View decision -
Decision Reference DRN-4066533
15 May 2023 Nationwide Building Society UpheldMortgagesDRN-4066533 The complaint This complaint is about a mortgage application Mrs D made to Nationwide Building Society. It was eventually turned down for policy reasons, but Mrs D complains that she should have been informed much sooner than she was. Mrs D is represented here by her mother, Mr... (4 pages)View decision -
Decision Reference DRN-4126656
15 May 2023 Keystone Financial Ltd UpheldPensions and AnnuitiesDRN-4126656 The complaint Mr B has complained that, after Keystone Financial Ltd had transferred his occupational pension scheme (OPS) benefits to a self invested personal pension (SIPP), it failed to ensure that they were invested and that it didn’t then undertake the annual review for wh... (8 pages)View decision -
Decision Reference DRN-4120897
15 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4120897 The complaint Miss C is unhappy Monzo Bank Ltd won’t reimburse her for funds she lost due to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons ... (4 pages)View decision
