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 121261 results
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Decision Reference DRN-5246252
17 Feb 2025 One Insurance Limited UpheldInsuranceDRN-5246252 The complaint Mrs L has complained about the manner in which One Insurance Limited dealt with her claim under her motor policy following an accident which caused damage to her car. What happened Mrs L was involved in an accident with a motorbike in September 2021. She was o... (3 pages)View decision -
Decision Reference DRN-5092313
17 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5092313 The complaint A company, which I will refer to as B, complains about Barclays Bank UK Plc’s actions in relation to its bank account. Briefly, B’s director says that Barclays made repeated requests for the same information, wrongly closed the account, and then on re-opening t... (4 pages)View decision -
Decision Reference DRN-4967798
17 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4967798 The complaint Mr F complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s being represented. To keep things simple, I’ll refer to Mr F throughout this decision. What happened The background to this complaint is known to both parti... (10 pages)View decision -
Decision Reference DRN-4637504
17 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4637504 The complaint Mrs W complains that Bank of Scotland plc did not accept her claim under section 75 of the Consumer Credit Act 1974 (“section 75”) in respect of a timeshare relinquishment agreement. The bank operates in this case under its Halifax brand. Mrs W has been represe... (3 pages)View decision -
Decision Reference DRN-4741684
17 Feb 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4741684 The complaint Mr T complains about an unsuccessful chargeback on his credit card held with American Express Services Europe Limited trading as American Express (Amex). What happened In July 2023 Mr T made a purchase with an online retailer using a third-party payment provide... (3 pages)View decision -
Decision Reference DRN-5268252
17 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5268252 The complaint Mr H is unhappy with the service received from AXA PPP Healthcare Limited in connection with a private medical insurance policy he had which was due to renew. That includes collecting the policy premium from him even though he’d phoned disputing the premium amo... (2 pages)View decision -
Decision Reference DRN-5335796
17 Feb 2025 Allium Money Limited UpheldConsumer CreditDRN-5335796 The complaint Mr B has complained about the way Allium Money Limited (“Allium”) responded to claims he’d made in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mr B has been represented in b... (6 pages)View decision -
Decision Reference DRN-4788649
17 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4788649 The complaint Mr S complains Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Mr... (2 pages)View decision -
Decision Reference DRN-5288885
17 Feb 2025 Esure Services Limited UpheldInsuranceDRN-5288885 The complaint Mr T complained that Esure Services Limited trading as Sheila’s Wheel’s didn’t update the motor insurance database (MID) after changing his car. What happened Mr T took out a car insurance policy through Esure in October 2023. Esure also administered the policy... (2 pages)View decision -
Decision Reference DRN-5291267
17 Feb 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5291267 The complaint Mr and Mrs K complain about the service they received from Skipton Building Society What happened Mr and Mrs K held a 15 month fixed rate E-Bond with Skipton which was due to mature in January 2022. For ease and as Mr K is happy for Mrs K to deal with our servi... (9 pages)View decision
