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 369227 results
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Decision Reference DRN-4612268
9 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4612268 The complaint Mrs B complains that Revolut Ltd did not refund a series of transactions she says she lost to a scam. What happened Mrs B fell victim to a scam when an individual claiming to be from His Majesty’s Revenue and Customs (HMRC) said she owed taxes and was being cha... (7 pages)View decision -
Decision Reference DRN-4550240
9 Jan 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4550240 The complaint Mr F is unhappy about the decision made by American Express Services Europe Limited (AESEL) to close his accounts and that he wasn’t given notice or an explanation for the decision. To resolve the complaint, he’d like his accounts reinstated, compensation and ... (5 pages)View decision -
Decision Reference DRN-5191428
9 Jan 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5191428 The complaint Ms H complains that Volkswagen Financial Services (UK) Limited trading as Volkswagen Finance (VWFS) was irresponsible in its lending to her. She wants all interest and fees she paid under the hire purchase agreement refunded along with statutory interest as wel... (3 pages)View decision -
Decision Reference DRN-5216642
9 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5216642 The complaint Mr C complains Advantage Insurance Company Limited (Advantage) unfairly accepted liability after a claim was made on his motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the ... (2 pages)View decision -
Decision Reference DRN-5146612
9 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5146612 The complaint Miss C complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Miss C fell victim to a task-based job... (4 pages)View decision -
Decision Reference DRN-4997430
9 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-4997430 The complaint Mrs E and Mr E complain that UK Insurance Limited have provided poor service when dealing with their contents claim for damage due to a flood and not paid the value of items disposed of. What happened Mrs E and Mr E held buildings and contents insurance with U... (4 pages)View decision -
Decision Reference DRN-5164948
9 Jan 2025 Bank of Ireland (UK) Plc UpheldMortgagesDRN-5164948 The complaint Mr M complains about the information Bank of Ireland (UK) Plc (BOI) has recorded on his credit file about his buy-to-let mortgages. He says it should have recorded the mortgages as partially settled when his bankruptcy was discharged and then stopped recording ... (3 pages)View decision -
Decision Reference DRN-5242206
9 Jan 2025 abrdn Investments Limited UpheldInvestmentsDRN-5242206 The complaint Mr P complains that abrdn Investments Limited (‘abrdn’) delayed his request to pay the proceeds of the closure of his Investment Trust Savings Plan (‘ITSP’). What happened In August 2023 abrdn wrote to Mr P to tell him the investment trust he held had been plac... (3 pages)View decision -
Decision Reference DRN-5246412
9 Jan 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5246412 The complaint C a limited company is unhappy about the decision made by American Express Services Europe Limited (AESEL) to close its accounts and referred it to a collection agency. C’s complaint has been brought to our service by its director, Mr F. What happened The det... (6 pages)View decision -
Decision Reference DRN-5167407
9 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5167407 The complaint Mr H1, Mr H2 and Mrs H as trustees of a Trust complain that Legal and General Assurance Society Limited have declined a claim Mr H made on his life and critical illness policy. As the complaint is made on behalf of Mr H1 I’ll refer to him as ‘Mr H’ throughout. ... (3 pages)View decision
