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 360264 results
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Decision Reference DRN-4988648
22 Oct 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4988648 The complaint Mr S complains that Creation Financial Services Limited has reported him as being linked to an address he has never lived at. He wants the address removed and his credit file amended, an apology and compensation for the upset caused. What happened Mr S says tha... (2 pages)View decision -
Decision Reference DRN-4926329
22 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4926329 The complaint Mr H complains about the service he received from HSBC UK Bank Plc trading as first direct (“FD”) when it cancelled his direct debits (DD) and was logged out of FD’s app during a mobile chat. What happened Mr H switched his bank account in 2021 over to FD from ... (3 pages)View decision -
Decision Reference DRN-4739240
22 Oct 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4739240 The complaint Mr D complains Assetz SME Capital Limited (“Assetz”) has introduced an unfair fee on his crowdfunding account. What happened In December 2022, Assetz announced that it had decided to close its retail platform and conduct a solvent run-off of its retail loan boo... (7 pages)View decision -
Decision Reference DRN-5097102
22 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5097102 The complaint Mrs W complains that Revolut Ltd did not refund a series of transactions she lost to a scam. What happened Mrs W fell victim to a task-based job scam, after she was contacted via a messaging platform about a remote job opportunity. She was told she had to compl... (3 pages)View decision -
Decision Reference DRN-4959990
22 Oct 2024 Topaz Finance Limited UpheldMortgagesDRN-4959990 The complaint This complaint follows on from a decision I issued on 8 October 2024 when I confirmed that I can only consider the following issues in relation to Mr and Mrs N’s mortgage held with Topaz Finance Limited trading as Heliodor Mortgages (and referred to here as Top... (7 pages)View decision -
Decision Reference DRN-4483900
22 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4483900 The complaint Mr O complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (10 pages)View decision -
Decision Reference DRN-4832865
22 Oct 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4832865 The complaint Mr M complains Assetz SME Capital Limited (“Assetz”) has introduced an unfair fee on his crowdfunding account. What happened In December 2022, Assetz announced that it had decided to close its retail platform and conduct a solvent run-off of its retail loan boo... (8 pages)View decision -
Decision Reference DRN-4783226
22 Oct 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4783226 The complaint Mr S has complained that The Royal Bank of Scotland Plc (‘RBS’) closed his credit card, after he informed it he was unable to repay the balance back in six months. What happened Mr S had a credit card account with RBS. It contacted him a number of times, to exp... (2 pages)View decision -
Decision Reference DRN-5075407
22 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5075407 The complaint Miss J complains that NewDay Ltd trading as Pulse (‘Pulse’) misled her by terminating her credit card account during an active period of breathing space, when they said they wouldn’t. To put things right Miss J would like Pulse to reinstate her credit card acc... (6 pages)View decision -
Decision Reference DRN-4946531
22 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4946531 The complaint Miss T complains about AXA Insurance UK Plc’s (“AXA”) decision to decline her claim for damage caused to her television under her contents insurance policy. What happened Miss T made a claim following an escape of water in her home. AXA appointed an agent to t... (3 pages)View decision
