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 368546 results
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Decision Reference DRN-5146574
10 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5146574 The complaint Mr B complains about the level of service he received from National Westminster Bank Plc around the recording of his personal circumstances and the adjustments he’s asked them to make. What happened Mr B complains that NWB failed to make a note of his condition... (2 pages)View decision -
Decision Reference DRN-5170118
10 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5170118 The complaint Mr D complains that HSBC UK Bank Plc trading as first direct (“first direct”) have acted unreasonably by restricting access to his account and money. What happened Mr D holds an account with first direct with a significant balance and has done so for a number o... (3 pages)View decision -
Decision Reference DRN-5141444
10 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5141444 The complaint Mr O’s complaint is about a mortgage endowment policy he had with Aviva Life & Pensions UK Limited. He is unhappy about the amount of time it took for Aviva to pay him the maturity value. What happened Mr O took out the endowment policy with Aviva in April ... (3 pages)View decision -
Decision Reference DRN-5137362
10 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5137362 The complaint A company, which I’ll refer to as P, complains that AXA Insurance UK Plc rejected a claim on its commercial property insurance for loss of rent, and delayed dealing with the claim. Mr S, who is a director of P, brings the complaint on P’s behalf. What happened ... (3 pages)View decision -
Decision Reference DRN-4959332
10 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4959332 The complaint Miss K complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. During May 2023 Miss K was looking fo... (9 pages)View decision -
Decision Reference DRN-4508347
10 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4508347 The complaint Mrs B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened In 2023, Mrs B was looking for work online that allowed remote working and flexible hours. Mrs B was contacted via a messaging app from s... (3 pages)View decision -
Decision Reference DRN-5175816
10 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5175816 The complaint Miss M’s complaint is about a mortgage she has with Barclays Bank UK PLC. She is unhappy that Barclays gave her incorrect information about her monthly payment following her adding a new interest rate product to her mortgage and temporarily changing the mortgag... (3 pages)View decision -
Decision Reference DRN-4803798
10 Dec 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4803798 Complaint Miss F has complained about the quality of a car that Zopa Bank Limited (“Zopa”) supplied to her through a hire-purchase agreement. Background In April 2023, Zopa provided Miss F with finance for a used car. The car was just under nine years old and had completed ... (6 pages)View decision -
Decision Reference DRN-5141392
10 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5141392 Complaint Miss M has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says credit card was irresponsibly provided as it was unaffordable. Background Vanquis provided Miss M with a credit card with a limit of £500 in February 2019. One of... (3 pages)View decision -
Decision Reference DRN-5168510
10 Dec 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5168510 Complaint Mr B has complained about a credit card Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background 118 118 Money provided Mr B with a credit card with an initial ... (3 pages)View decision
