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 366350 results
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Decision Reference DRN-5156084
19 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5156084 The complaint Mr Z complained because Revolut Ltd refused to refund him for transactions he said he didn’t make. What happened On 13 April 2024, Mr Z went to a gym he hadn’t been to before. He paid a subscription and put his bag into a locker, securing the locker with a lo... (6 pages)View decision -
Decision Reference DRN-5015997
19 Nov 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5015997 The complaint Mr N complains about the quality of the car Stellantis Financial Services UK Limited provided credit for him to acquire. Mr N says the car had a fault from the dealership and isn’t fit for purpose. What happened Mr N entered into a hire purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5118732
19 Nov 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5118732 The complaint Mr J complains that The Co-operative Bank Plc has failed to pay him an account switch incentive. What happened Mr J says he correctly followed The Co-op’s “Refer a Friend “(RaF) process which should have meant he was paid £150. He says his account was switched ... (2 pages)View decision -
Decision Reference DRN-4699303
19 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4699303 The complaint Mr S complains that HSBC UK Bank Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr S has explained that he was introduced to an investment opportunity, provided by a firm that I’ll refer t... (6 pages)View decision -
Decision Reference DRN-4934434
19 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4934434 The complaint Mr H and Miss M complain Liverpool Victoria Insurance Company Limited trading as LV (LV) unfairly declined to settle their claim on their home insurance policy. References to Mr H or Miss M, will include the other. There are several parties and representative... (3 pages)View decision -
Decision Reference DRN-5115265
19 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5115265 The complaint Mrs P complains about the surrender value of a whole of life insurance policy she held with Aviva Life & Pensions UK Limited. Mrs P is being represented in her complaint by a family member. For ease I will refer to all actions as being those of Mrs P. What ... (2 pages)View decision -
Decision Reference DRN-4897898
19 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4897898 The complaint Mrs Z complains Lloyds Bank PLC didn’t do enough to protect her when she fell victim to an investment scam. What happened Mrs Z has accounts with Lloyds Bank including a current account and a savings account. She has an account with another business too, who I’... (2 pages)View decision -
Decision Reference DRN-4735386
19 Nov 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4735386 The complaint Mr J complains about a car he acquired with credit provided by Zopa Bank Limited. What happened In July 2023 Mr J entered into a regulated hire purchase agreement with Zopa Bank to finance his purchase of a used car. The car was four years old, its mileage was ... (3 pages)View decision -
Decision Reference DRN-5156017
19 Nov 2024 Covea Insurance plc Not upheldInsuranceDRN-5156017 The complaint Miss E complains Covea Insurance plc delayed her car insurance claim and didn’t offer a fair claim settlement. What happened In June 2023 Miss E’s car was hit whilst parked by an unknown third party. Shortly afterwards, she contacted Covea to make a claim. Co... (6 pages)View decision -
Decision Reference DRN-5059996
19 Nov 2024 Barclays Bank UK PLC Not upheldInsuranceDRN-5059996 The complaint Mr A complains that Barclays Bank UK PLC cancelled a life insurance policy. What happened Mr A says he had a life insurance policy with, or administered by, Barclays Bank UK PLC which he was paying for by direct debit. He says that when he went to claim on the ... (2 pages)View decision
