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 121877 results
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Decision Reference DRN-3749058
16 Dec 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3749058 Complaint Mr B has complained that American Express Services Europe Limited (AESEL) trading as American Express (“AmEx”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr B bought solar panel system (the system) for his home in 2014. ... (3 pages)View decision -
Decision Reference DRN-3692645
16 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3692645 The complaint Mr H is unhappy Monzo Bank Ltd won’t refund the money he lost as the result of a scam. What happened As I understand it, Mr H initially came across a cryptocurrency trader I will refer to as C – around September 2020. He made a number of payments - initially from ... (6 pages)View decision -
Decision Reference DRN-3859716
16 Dec 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3859716 The complaint Ms S complains American Express Services Europe Limited (AESEL) didn’t manage her credit card account as it should have. What happened The details of this complaint were well known to both parties, so rather than repeat them, I focussed on the reasons for my decis... (2 pages)View decision -
Decision Reference DRN-3812270
16 Dec 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3812270 The complaint Mr W and Mrs W complained about how Advantage Insurance Company Limited dealt with their accident claim under her motor insurance policy. What happened In this case Mrs W is the policyholder and Mr W the named driver. But as it’s Mr W who has mainly dealt with us ... (3 pages)View decision -
Decision Reference DRN-3840474
16 Dec 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3840474 The complaint Mr T complains that Revolut Ltd closed his account and returned funds to the senders. What happened Mr T had an account with Revolut. In September 2020, Revolut blocked the account – and in October, decided to close the account and return the remaining funds in th... (2 pages)View decision -
Decision Reference DRN-3716618
16 Dec 2022 WPS ADVISORY Ltd UpheldPensions and AnnuitiesDRN-3716618 The complaint Mr D complained about the advice he was given to transfer the benefits from his defined- benefit (DB) occupational pension scheme (OPS) to a type of personal pension plan. Mr D says the advice was unsuitable for him and believes this has caused him a financial los... (9 pages)View decision -
Decision Reference DRN-3859587
16 Dec 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3859587 The complaint Mr W is unhappy with how DAS Legal Expenses Insurance Company Limited has dealt with claims he made on a legal expenses insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. For ease, I wil... (6 pages)View decision -
Decision Reference DRN-3862448
16 Dec 2022 ITI Capital Limited UpheldInvestmentsDRN-3862448 The complaint Mr P complained about the delays he experienced when transferring his account from ITI Capital Limited (‘ITI’) after his account was migrated over from a previous business. What happened Mr P had an account with a previous firm that had gone into administration an... (5 pages)View decision -
Decision Reference DRN-3858512
16 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3858512 The complaint Mr S1 and Mr S2 are business partners. They complain about the actions of National Westminster Bank Plc regarding the management of their loan accounts. What happened In June 2008 the partners took out three loans – which I’ll call loans 1, 2 and 3 – from NatWest ... (6 pages)View decision -
Decision Reference DRN-3862482
16 Dec 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3862482 The complaint Mrs J complains Inter Partner Assistance SA (IPA) caused damage to her property, and failed to repair it, when it attended to deal with a water leak after she made a claim on her home emergency insurance policy. There are several parties and representatives of IPA... (3 pages)View decision
