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 125363 results
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Decision Reference DRN-4923623
11 Nov 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4923623 The complaint Mr L complains that Vanquis Bank Limited (“Vanquis”) failed to refund transactions he didn’t recognise. What happened Mr L is supported by a representative in this complaint. For ease of reading, I’ll only refer to Mr L. In late 2023, Mr L noticed payments had ... (3 pages)View decision -
Decision Reference DRN-4773380
11 Nov 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4773380 The complaint Mr H complains about problems he’s had with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (Alphera), since he returned a car, he had been financing through them. What happened In January 2019 Mr H took receipt of a car. He financed ... (2 pages)View decision -
Decision Reference DRN-4699522
11 Nov 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4699522 The complaint Mr D has complained that Northern Bank Limited (trading as Danske Bank) won’t refund the money he lost after falling victim to a scam. What happened In 2022, Mr D saw an online advert for an investment company. But the company were actually scammers. Mr D provi... (3 pages)View decision -
Decision Reference DRN-4492930
11 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4492930 The complaint Miss M is unhappy Revolut Ltd won’t refund the money she says she lost as the result of a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bot... (7 pages)View decision -
Decision Reference DRN-4884903
11 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4884903 The complaint Mr R complains that Barclays Bank UK PLC’s actions have allowed him to become a victim of fraud. He’s also unhappy that he’s not been able to access his account for years and that it’s now been closed. What happened Mr R used to live in the UK and says he’s had... (2 pages)View decision -
Decision Reference DRN-5025463
11 Nov 2024 Zurich Assurance Ltd UpheldInsuranceDRN-5025463 The complaint Mrs D as trustee of the M Trust complained about Zurich Assurance Ltd (Zurich). She said Zurich delayed payment of her with profits life assurance policy. Mrs D would like Zurich to pay compensation for the loss she said she has incurred along with a payment f... (3 pages)View decision -
Decision Reference DRN-5137772
11 Nov 2024 Bluedrop Services (NW) Limited UpheldInsuranceDRN-5137772 The complaint D and Mr R have complained that Bluedrop Services (NW) Limited failed to tell them that D’s shop insurance policy had been cancelled and as a result a claim was not paid. What happened In June 2023 D took out a policy though Bluedrop, its broker, to cover its ... (4 pages)View decision -
Decision Reference DRN-5076748
11 Nov 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5076748 The complaint Mr S complains about Scottish Friendly Assurance Society Limited. He’s unhappy Scottish Friendly provided him with incorrect information about the value of his pension. What happened Between February 2020 and September 2021, Scottish Friendly sent Mr S and his... (4 pages)View decision -
Decision Reference DRN-5020954
11 Nov 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInvestmentsDRN-5020954 The complaint Mrs H and Mr H complained about The National Farmers’ Union Mutual Insurance Society (NFU). They said they were given unsuitable advice from NFU about investing in one of its managed funds within stocks and shares ISAs and additionally, in a joint select invest... (6 pages)View decision -
Decision Reference DRN-4978682
11 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4978682 The complaint Mr F has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2022 Mr F was told by Barclays that they were closing his account. Mr F subsequently discovered a fraud-related marker ha... (2 pages)View decision
