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 125400 results
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Decision Reference DRN-3850579
13 Nov 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3850579 The complaint A company which I will refer to as ‘B’ has complained that Revolut Ltd wouldn’t reimburse the money they lost due to an authorised push payment scam. In summary, B say that Revolut failed to implement appropriate monitoring procedures to identify suspicious activ... (5 pages)View decision -
Decision Reference DRN-4425436
13 Nov 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4425436 The complaint Mr and Mrs N complain about how Lloyds Bank General Insurance Limited (“Lloyds”) dealt with a claim they made on their home insurance policy. Although the policy is in joint names, Mr N has brought the complaint so, for ease, I’ll refer to him through... (4 pages)View decision -
Decision Reference DRN-4234730
13 Nov 2023 Target Servicing Limited UpheldMortgagesDRN-4234730 The complaint Miss C and Mr S complain that Target Servicing Limited delayed in processing a deed of postponement in respect of their help to buy loan. This meant there was a delay in processing a re-mortgage application. What happened Miss C and Mr S bought their property in 2... (4 pages)View decision -
Decision Reference DRN-4233349
13 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4233349 The complaint Mr B complains about the standard of repairs arranged by Admiral Insurance (Gibraltar) Limited (Admiral) as a result of an accident when driving, under his motor insurance policy. What happened In August 2022 Mr B was involved in an accident when driving his car. ... (3 pages)View decision -
Decision Reference DRN-4452339
13 Nov 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4452339 The complaint Mr S complains about a delayed payment he tried to make from his bank account with The Co-operative Bank Plc. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr S opened an account with Co-... (3 pages)View decision -
Decision Reference DRN-4365986
13 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4365986 The complaint S, a limited company, complains that Barclays Bank UK PLC delayed crediting its account with a returned US dollar payment. S is represented in this complaint by one of its directors – Mr H. What happened The circumstances of this complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN-4438864
13 Nov 2023 AWP P&C SA UpheldInsuranceDRN-4438864 The complaint Mr H and Mrs M have complained about the handling of a claim under their annual travel insurance policy by AWP P&C SA. What happened The background to this complaint is well known to the parties so I won’t repeat it again here. In summary Mr H became very unwe... (3 pages)View decision -
Decision Reference DRN-4140841
13 Nov 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4140841 The complaint Mr M complains that Wise Payments Limited (‘Wise’) won’t refund him after he was the victim of a scam. What happened Mr M is represented in this case but for ease I’ll refer to Mr M in this decision. Mr M says that earlier in 2022 he fell victim to a romance/crypt... (5 pages)View decision -
Decision Reference DRN-4451977
13 Nov 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-4451977 The complaint Mr C has complained that Tuto Money Limited (formerly Eadon & King) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Personal Pension Policy (PPP). What happ... (10 pages)View decision -
Decision Reference DRN-4282273
13 Nov 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4282273 The complaint Mrs S complains that TransUnion International UK Limited (TransUnion) shared personal information from her credit file with a third party. What happened Mrs S complained to TransUnion on 13 February 2023, after receiving a message from her sister informing her tha... (2 pages)View decision
