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 121115 results
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Decision Reference DRN-5287626
24 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5287626 The complaint Mr F complains that Oodle Financial Services Limited, trading as Oodle Car Finance, has terminated the hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr P under a hire purchase agreement with Oodle Car Fi... (3 pages)View decision -
Decision Reference DRN-5267750
24 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5267750 The complaint Mrs Q is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. 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 key events here. In early 202... (9 pages)View decision -
Decision Reference DRN-4330682
24 Feb 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4330682 The complaint Mr W has complained that he was charged a subscription for an eBay shop package, even though he was unable to make use of it because eBay Commerce UK Ltd (“eBay”) had placed a restriction on his account. What happened Mr W had a personal eBay Marketplace accou... (6 pages)View decision -
Decision Reference DRN-5306897
24 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5306897 The complaint Mr B complains that Barclays Bank UK PLC blocked and then closed his accounts in January 2024. It then did not release funds to him until October 2024. What happened On 22 January 2024 Barclays blocked Mr B’s accounts with it, while it conducted a review. On 30... (2 pages)View decision -
Decision Reference DRN-5246562
24 Feb 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-5246562 The complaint Mr C complains about the length of time it took The Prudential Assurance Company Limited (‘Prudential’) to deal with his serious illness and income protection claims. What happened Mr C holds an Essentials policy with Prudential. The policy provides a lump sum... (4 pages)View decision -
Decision Reference DRN-5253872
24 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5253872 The complaint Mrs M and Mrs W, trading as ‘M’, complain about the actions of Covea Insurance Plc when responding to their ‘Property Investors Protection Plan’ commercial insurance policy. A large part of this complaint relates to the actions of agents who were acting on beha... (3 pages)View decision -
Decision Reference DRN-5352701
24 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5352701 The complaint Ms R has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened In spring 2024, a continuous payment authority (CPA) was set up on Ms R’s Lloyds account using her card details. A CPA is a recurri... (3 pages)View decision -
Decision Reference DRN-5350892
24 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5350892 The complaint Mrs G complains about Ageas Insurance Limited’s handling of a home insurance claim. Ageas has been represented on the claim by its agents, including its contractors. For simplicity, at points, I’ve referred to the actions of Ageas’ agents as being its own. What... (9 pages)View decision -
Decision Reference DRN-5350623
24 Feb 2025 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-5350623 The complaint Miss R has complained about a transfer of her Legal and General Assurance Society Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in October 2014. Miss R’s QROPS was subsequently used to invest in the CFS Mutual ... (14 pages)View decision -
Decision Reference DRN-5351897
24 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5351897 The complaint Mr L complains that Carey Pensions UK LLP (‘Carey’) – now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease – shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated ... (38 pages)View decision
