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 360982 results
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Decision Reference DRN-5093305
29 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5093305 The complaint Mr L complains Revolut Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr L held an account with Revolut. On 5 August 2023 it received a credit of £4... (3 pages)View decision -
Decision Reference DRN-4831407
29 Oct 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4831407 The complaint Mr B complains that American Express Services Europe Limited (“AESEL”) rejected his claim under section 75 Consumer Credit Act 1974 (“CCA”) in respect of a training course. What happened Mr B’s daughter wanted to take part in a training course and entered into ... (3 pages)View decision -
Decision Reference DRN-5076544
29 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5076544 The complaint Mr M complains that AXA Insurance UK plc unfairly cancelled his motor insurance policy. What happened Mr M had a car insured on a policy with AXA. For the year from mid- August 2023, he renewed the policy. The policy covered Mr M as policyholder and his mother... (4 pages)View decision -
Decision Reference DRN-5068754
29 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5068754 The complaint Mr T as a director and on behalf of K a limited company, complains about the service received from Barclays Bank UK PLC (“Barclays”) in relation to the removal of an ex-director as a signatory on K’s account. In particular, Mr T is unhappy with the information ... (5 pages)View decision -
Decision Reference DRN-4748678
29 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748678 The complaint Mr Z is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund him a number of payments he made as the result of a romance/investment scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail a... (7 pages)View decision -
Decision Reference DRN-5043812
29 Oct 2024 First Central Underwriting Limited Not upheldInsuranceDRN-5043812 The complaint Mr A complains that First Central Underwriting Limited increased its quote for a motor insurance policy and about the level of service it provided. He wants compensation for his wasted time. What happened Mr A applied for a policy with First Central through an... (2 pages)View decision -
Decision Reference DRN-5025327
29 Oct 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5025327 The complaint Mr H complains about the length of time it took Inter Partner Assistance SA (IPA) to repair his boiler after he made a claim on his home emergency insurance policy. IPA are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the a... (2 pages)View decision -
Decision Reference DRN-5035322
29 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5035322 The complaint Mr E complains that HSBC UK Bank Plc (trading as First Direct)) didn’t protect him from an investment scam. Mr E is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr E in this decision. What happened Mr E explains ... (5 pages)View decision -
Decision Reference DRN-4996564
29 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-4996564 The complaint Mr G complains that esure Insurance Limited hasn’t offered a fair value for his car following it being written off after an accident. What happened Mr G insured his car with esure under a motor insurance policy. In March 2024 Mr G’s car was damaged in an accide... (3 pages)View decision -
Decision Reference DRN-5004015
29 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5004015 The complaint Mrs W complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (4 pages)View decision
