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 121262 results
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Decision Reference DRN-3780531
5 Dec 2022 Wirex Limited UpheldBanking and PaymentsDRN-3780531 The complaint Ms B complains that Wirex Limited blocked her account. What happened Ms B had an account with Wirex. The service allowed her to hold both money and cryptocurrency. In April 2021, Wirex blocked the account. It said it had temporarily limited Ms B’s account while it... (3 pages)View decision -
Decision Reference DRN-3841292
5 Dec 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3841292 The complaint Mr H complains the Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam and lost money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (6 pages)View decision -
Decision Reference DRN-3838104
5 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3838104 The complaint Mr D complained that Nationwide Building Society made a SWIFT payment in the wrong currency and this resulted in an exchange rate loss. What happened I issued my provisional decision on this complaint on 20 October 2022. This is what I said: What happened Mr D wis... (4 pages)View decision -
Decision Reference DRN-3841295
5 Dec 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3841295 The complaint Miss B complains that J D Williams & Company Limited trading as Simply Be irresponsibly increased the credit limit on her mail order account so she couldn’t afford the repayments. She also complains about the way it dealt with her account after she complained ... (4 pages)View decision -
Decision Reference DRN-3802686
5 Dec 2022 American International Group UK Limited UpheldInsuranceDRN-3802686 The complaint Mr A has complained that American International Group UK Ltd delayed for over a month in sending him a replacement phone and provided poor customer service. What happened Mr A contacted AIG about his faulty phone in November 2021. AIG arranged for the phone to be ... (2 pages)View decision -
Decision Reference DRN-3672343
5 Dec 2022 Vitality Health Limited UpheldInsuranceDRN-3672343 The complaint Mr C complains about the information Vitality Health Limited gave him in relation to getting continuous cover for a private health insurance policy. My references to Vitality include its agents. What happened Mr C had private health insurance through his employers... (4 pages)View decision -
Decision Reference DRN-3841037
5 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3841037 The complaint Mr L and Mrs S complain that Aviva Insurance Limited unfairly declined their claim for subsidence on their home insurance policy. Mr L and Mrs S have been represented by a third party throughout this complaint. However for ease of reading all references to Mrs S i... (2 pages)View decision -
Decision Reference DRN-3822374
5 Dec 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3822374 The complaint Mr W complains about how Advantage Insurance Company Limited handled a claim made on his motor insurance policy. He wants compensation for the loss of his motorbike. What happened Mr W’s bike was damaged in an accident and he called Advantage to make a claim. Adva... (3 pages)View decision -
Decision Reference DRN-3838595
5 Dec 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3838595 The complaint Mr F has complained that Great Lakes Insurance SE have turned down his claim under his travel insurance policy What happened Mr F booked a holiday in February 2022 through a travel agent. He bought a travel insurance policy underwritten by Great Lakes at the same ... (3 pages)View decision -
Decision Reference DRN-3838159
5 Dec 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3838159 The complaint Mr R says American Express Services Europe Limited (AESEL) unfairly closed his account. What happened Amex was reviewing Mr R’s account and asked for some financial information. But it closed his account prior to receiving the information it had requested, which i... (2 pages)View decision
