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 122183 results
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Decision Reference DRN-4135597
24 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4135597 The complaint Mr P complains that Revolut Ltd (“Revolut”) have failed to refund over £43,000 he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for my ... (2 pages)View decision -
Decision Reference DRN-4158575
24 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4158575 The complaint Mr W complains that Nationwide Building Society didn’t fairly or reasonably deal with his claim under Section 75 of the Consumer Credit Act 1974 (CCA) in relation to a holiday product exchange he undertook in 2013. The claim, which is the subject of this complaint... (6 pages)View decision -
Decision Reference DRN-4257073
24 Jul 2023 First Complete Ltd UpheldMortgagesDRN-4257073 The complaint Mr S complained about the service he received from First Complete Ltd trading as PRIMIS Mortgage Network (“PRIMIS”). He said that the broker made a number of mistakes, that he had to sort out. He said this made the whole process extremely stressful for him. What h... (6 pages)View decision -
Decision Reference DRN-4192858
24 Jul 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4192858 The complaint Mrs M complains Creation Financial Services Limited refused to issue a pro-rata refund of her account fee and failed to issue her a voucher for a hotel stay. What happened Mrs M held a credit card with Creation linked to membership of a reward scheme with a third-... (3 pages)View decision -
Decision Reference DRN-4214952
24 Jul 2023 Invest Southwest Ltd UpheldPensions and AnnuitiesDRN-4214952 The complaint Mr D complains that after Invest Southwest Ltd (ISW) consolidated his two pensions into a single plan, the value fell significantly. He believes that despite raising his concerns early on with ISW, they failed to act promptly enough when the value of his savings s... (13 pages)View decision -
Decision Reference DRN-4227692
24 Jul 2023 Perspective (North East) Limited UpheldPensions and AnnuitiesDRN-4227692 The complaint Mr G complains about the advice Perspective (North East) Limited (PNEL) gave to him concerning transferring the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this ... (7 pages)View decision -
Decision Reference DRN-4256211
24 Jul 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4256211 The complaint Ms C complains about the way that Rock Insurance Services Limited has administered a single trip travel insurance policy. What happened The background to this complaint is well-known to both parties, so I’ve simply set out a summary of what I think are the key eve... (6 pages)View decision -
Decision Reference DRN-4261124
24 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4261124 The complaint Miss M complains that Revolut Ltd (Revolut) wouldn’t refund money she lost in a scam. What happened What Miss M says: Miss M is an international student studying in the UK. On 31 October 2022, she got a call from someone purporting to be calling on behalf of HMRC.... (5 pages)View decision -
Decision Reference DRN-4215873
24 Jul 2023 Allianz Insurance Plc UpheldInsuranceDRN-4215873 The complaint J, a limited company, complains about how Allianz Insurance Plc settled a claim made on its commercial motor insurance policy. It wants an increase in the settlement. What happened J’s car was involved in a collision, and it was later deemed to be a total loss. J ... (3 pages)View decision -
Decision Reference DRN-4056835
24 Jul 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4056835 The complaint Mr L complains that Liverpool Victoria Insurance Company Limited (LV) further damaged his car so that it was declared a total loss after he made a glass claim. He’s unhappy that LV recorded a claim on his record and with the settlement it offered for the loss of h... (3 pages)View decision
