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 121668 results
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Decision Reference DRN-3897669
12 Jan 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3897669 The complaint Ms K complains that Ikano Bank AB (publ) (“Ikano”) recorded a default on her credit file despite her maintaining repayments under an agreed payment plan. Ms K is assisted in bringing her complaint by a relative. For simplicity, I’ll refer to all comments as having... (4 pages)View decision -
Decision Reference DRN-3761920
12 Jan 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3761920 The complaint Mrs W has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has declined her claim for veterinary treatment for her dog on the ground that it related to a pre-existing condition. What happened Mrs W insured her dog, who I’ll refer... (3 pages)View decision -
Decision Reference DRN-3857495
12 Jan 2023 BCR Legal Group Limited UpheldInsuranceDRN-3857495 The complaint S complains that BCR Legal Group Limited’s (“BCR”) appointed representative took money for a warranty that it didn’t provide. Mr C has brought the complaint on S’ behalf. What happened Mr C is the director of S. On 23 August 2019 Mr C approached BCR’s appointed re... (8 pages)View decision -
Decision Reference DRN-3770407
12 Jan 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3770407 The complaint Mrs W complains that Casualty & General Insurance Company (Europe) Ltd declined a claim for her dog’s treatment in October 2021, on the basis that it was a condition which the dog had first had symptoms of during the policy waiting period in April 2021. What h... (4 pages)View decision -
Decision Reference DRN-3897394
12 Jan 2023 Barclays Bank UK PLC UpheldInvestmentsDRN-3897394 The complaint Mr G complains about the delayed transfer of his cash holdings from a third-party business (referred to as “the transferor”) to Barclays Bank UK PLC, referred to as “Barclays” or “the transferee”. What happened In late October 2022, I issued my provisional decisio... (7 pages)View decision -
Decision Reference DRN-3871555
12 Jan 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3871555 The complaint Miss K, in her capacity as the director of a limited company “K”, complains that Revolut Ltd won’t refund transactions she didn’t authorise. What happened The full details of this complaint are well known to the parties, so I won’t repeat them again here. Instead,... (3 pages)View decision -
Decision Reference DRN-3869595
12 Jan 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3869595 The complaint Mrs G says that ReAssure Limited (ReAssure) is responsible for the poor administration and management of her personal pension. Coupled with ineffective handling and communication, she says this has led to her financial detriment, inconvenience and distress. Mr G f... (7 pages)View decision -
Decision Reference DRN-3896146
12 Jan 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3896146 The complaint Mr S complains about the way American Express Services Europe Limited (AESEL) (Amex) handled an account review. Mr S says mistakes by Amex led to his account being closed. What happened The background to this complaint and my initial conclusions were set out in my... (3 pages)View decision -
Decision Reference DRN-3767157
12 Jan 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3767157 The complaint Ms K’s complained that Creation Consumer Finance Ltd continued to collect direct debit payments for goods she’d bought on a “buy now, pay later” basis – even though she’d made full payment before the end of the interest free period. What happened In summer 2021, M... (3 pages)View decision -
Decision Reference DRN-3751469
12 Jan 2023 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-3751469 The complaint Mrs N is unhappy that Scottish Friendly Assurance Society Limited was late in paying her the monthly benefit she’d been receiving as a result of a claim made on her permanent health insurance policy. What happened Mrs N had been receiving the monthly benefit due u... (3 pages)View decision
