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 125399 results
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Decision Reference DRN-4314480
12 Sep 2023 Skrill Limited UpheldBanking and PaymentsDRN-4314480 The complaint Mr J complains that he deposited funds with Skrill Limited for transfer to his uncle, and those funds didn’t reach their destination and haven’t been refunded. What happened On 21 January 2021 Mr J deposited £2,000 with Skrill from his credit card account, to be e... (2 pages)View decision -
Decision Reference DRN-4289717
12 Sep 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4289717 The complaint Mr W is unhappy with the liability decision made by Acromas Insurance Company Limited (Acromas) following a claim made by a third party on his car insurance policy. What happened In August 2022 Mr W’s car was involved in an incident involving a third party (TP). M... (4 pages)View decision -
Decision Reference DRN-4319069
12 Sep 2023 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4319069 The complaint Mr I complains FUND OURSELVES LIMITED (“Fund Ourselves”) gave him a loan which he couldn’t afford to repay. Mr I also says that he tried on a number of occasions to contact Fund Ourselves to set up a repayment plan but his emails went unanswered. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-4313525
12 Sep 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4313525 The complaint Mr C has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined two claims on his pet insurance policy. What happened In 2020 Mr C took out a pet insurance policy with C&G to cover his dog. Mr C made a claim under the... (2 pages)View decision -
Decision Reference DRN-4331594
12 Sep 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4331594 The complaint Mr M complains about poor service and communication from The Prudential Assurance Company Limited (Prudential) when he tried to transfer his pension policy into a drawdown policy. What happened Mr M said he had poor service and communication from Prudential about ... (5 pages)View decision -
Decision Reference DRN-3583145
12 Sep 2023 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-3583145 The complaint Mr W complains about the advice given by Cambrian Associates Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this... (12 pages)View decision -
Decision Reference DRN-4289345
12 Sep 2023 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-4289345 The complaint Mrs D is unhappy because The Royal London Mutual Insurance Society Limited declined a claim she made on her critical illness plan. What happened Mrs D had a critical illness plan linked to her mortgage. In 2021 she made a claim for Total and Permanent Disability (... (2 pages)View decision -
Decision Reference DRN-4075597
12 Sep 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4075597 The complaint Miss C complains that Revolut Ltd won’t refund money she lost after falling victim to a scam. What happened In November 2022, Miss C received a phone call she believed came from a financial institution who I’ll refer to as S. S told Miss C that her account was com... (5 pages)View decision -
Decision Reference DRN-4197391
12 Sep 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4197391 The complaint Miss B complains about how PayPal (Europe) Sarl et Cie SCA (“PayPal”) handled a fraud claim. What happened In July 2022, Miss B was selling a drone through an online marketplace. She was contacted by someone interested in purchasing the drone and they agreed on a ... (2 pages)View decision -
Decision Reference DRN-3975381
11 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3975381 The complaint Mr L complains that Barclays Bank UK PLC unfairly removed his overdraft facility. What happened Mr L says he has been a Barclays customer for some years and had an overdraft facility on his account. He says Barclays removed the facility unfairly and without any di... (2 pages)View decision
