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 369228 results
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Decision Reference DRN-5353640
26 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5353640 The complaint h complains that National Westminster Bank Plc (NatWest) hasn’t refunded it money it says it lost to a scam. What happened In October 2023, h was approached by a new customer about financing an agreement for a second-hand car. In summary, h found a company to f... (6 pages)View decision -
Decision Reference DRN-5337964
26 Feb 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5337964 The complaint Mrs H has complained about Tradex Insurance Company PLC. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy. What happened Mrs H made a claim under her motor insurance policy and he... (2 pages)View decision -
Decision Reference DRN-5351907
26 Feb 2025 Countrywide Assured Plc Not upheldPensions and AnnuitiesDRN-5351907 The complaint Mr W has complained about a transfer of his pension with Countrywide Assured plc (Countrywide) to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta in November 2014. About half of the QROPS fund was subsequently used to invest in Dolphin Capital,... (15 pages)View decision -
Decision Reference DRN-5351919
26 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5351919 The complaint Mr W has complained about a transfer of his pension with Aviva Life & Pensions UK Limited (Aviva) to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta in November 2014. About half of the QROPS fund was subsequently used to invest in Dolphin C... (14 pages)View decision -
Decision Reference DRN-5111582
26 Feb 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5111582 The complaint Mr S is unhappy that J.P. Morgan Europe Limited, trading as Chase (“Chase”), will not refund the money he lost after he fell victim to a scam. Mr S has used a representative to bring his complaint to this service. For ease, I will refer solely to Mr S througho... (5 pages)View decision -
Decision Reference DRN-5040858
26 Feb 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5040858 The complaint Miss V complains Shop Direct Finance Company Limited trading as Very allowed her now ex-partner to open a catalogue shopping account (also known as a running account credit) online without her knowledge or consent. What happened In April 2019, a catalogue shop... (3 pages)View decision -
Decision Reference DRN-5282076
26 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5282076 The complaint Mr T, through his representative, complains that Barclays Bank UK PLC trading as Barclaycard, (“Barclaycard”) lent to him irresponsibly by approving a card for him in 2019. Mr T says that the credit limit increases ought not to have been approved either. What h... (7 pages)View decision -
Decision Reference DRN-4923949
26 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4923949 The complaint F, a limited company, is unhappy that Wise Payments Limited is holding it liable for transactions it has said it didn’t authorise. Mr I brings this complaint on behalf of F. What happened F had a business account with Wise and Mr I was authorised to manage the... (3 pages)View decision -
Decision Reference DRN-5203628
26 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5203628 The complaint Mr K complains U K Insurance Limited provided misleading information about his motor insurance. What happened Mr K held UKI motor insurance. It covered Car A at a cost of around £2,000 for 12 months. Mr K was interested in part exchanging Car A for Car B. Befo... (4 pages)View decision -
Decision Reference DRN-5284009
26 Feb 2025 Vitality Health Limited Not upheldInsuranceDRN-5284009 The complaint Mr B is unhappy that Vitality Health Limited (Vitality) mis-sold his private medical insurance policy. Mr B is being represented by his parents on this complaint, Mr B and Mrs B. For ease, I will refer to Mr B’s father as Mr B1 in this decision. What happened M... (3 pages)View decision
