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 365360 results
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Decision Reference DRN-5114915
8 Nov 2024 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-5114915 The complaint Mr B is unhappy with the customer service he received from Aldermore Bank Plc. What happened Mr B said when he originally opened his account it was a telephone service, but later Aldermore changed it to an online account. Mr B thinks something in the Aldermore... (3 pages)View decision -
Decision Reference DRN-4761464
8 Nov 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4761464 The complaint Mr T complains that Acromas Insurance Company Limited (“Acromas”) has unfairly declined a claim he made under his breakdown repair policy. What happened Mr T held breakdown repair cover with Acromas, which he took out over the phone in 2020. On 24 June 2022, he... (3 pages)View decision -
Decision Reference DRN-5053152
8 Nov 2024 One Sure Insurance Limited UpheldInsuranceDRN-5053152 The complaint Mr B complains that One Sure Insurance Limited (“One Sure”) mishandled his motor insurance policy. What happened Mr B had a car, first registered in 2013. One Sure is an insurance intermediary or broker. For the year from 15 March 2023, Mr B took out a policy... (4 pages)View decision -
Decision Reference DRN-4982502
8 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4982502 The complaint Mr N complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a romance scam involving cryptocurrency. He would like Revolut to refund him the money he has lost as a result. What happened Mr N was approached on... (3 pages)View decision -
Decision Reference DRN-4950169
8 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4950169 Complaint Mrs T is unhappy that Santander UK Plc didn’t reimburse her after she told it she’d fallen victim to a scam. In bringing this complaint, Mrs T is represented by Mrs W. However, for simplicity’s sake, I’ve generally referred to Mrs T in the text of the decision. Bac... (5 pages)View decision -
Decision Reference DRN-5135920
8 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5135920 The complaint Ms M complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. Ms M is being represented by a claims management company in this complaint. What happened The detailed background to what happened is well known to both pa... (4 pages)View decision -
Decision Reference DRN-4952480
8 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4952480 The complaint Mr B complains that Revolut Limited (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of t... (7 pages)View decision -
Decision Reference DRN-5055314
8 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5055314 The complaint X complains about National Westminster Bank Plc (NatWest). He says that NatWest didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened X was introduced to an investment with a c... (3 pages)View decision -
Decision Reference DRN-5130693
8 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5130693 The complaint Mr G has complained about his let property insurer U K Insurance Limited (UKI) – he feels it misled him regarding detail about a claim recorded on his policy. He feels this has caused him a financial loss. What happened Mr G called UKI about a leak his tenant ... (4 pages)View decision -
Decision Reference DRN-4846503
8 Nov 2024 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4846503 The complaint Mr P complains about the charges Stellantis Financial Services UK Limited (“SFS”) applied when he returned a car at the end of his hire agreement. What happened Mr P entered into a hire agreement in September 2019 for a period of four years. At the end of the h... (4 pages)View decision
