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 363152 results
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Decision Reference DRN-5020498
4 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5020498 The complaint Miss T is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Miss T is being represented by a claims management company but for ease of reading I’ll only refer to Miss T in my decision. What happened The detailed background to thi... (10 pages)View decision -
Decision Reference DRN-5062175
4 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5062175 The complaint Mrs H has complained about the way her insurer, Liverpool Victoria Insurance Company Limited trading as Britannia Rescue (‘LV’) dealt with a claim she made on her breakdown policy. LV is the underwriter of this policy i.e. the insurer. During the claim Mrs H a... (8 pages)View decision -
Decision Reference DRN-4693515
4 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4693515 The complaint Ms E complains Starling Bank Limited (“Starling”) won’t refund transactions she didn’t authorise. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out some of... (5 pages)View decision -
Decision Reference DRN-5049571
4 Oct 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-5049571 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) irresponsibly agreed a loan for him. What happened HSBC agreed a loan of £30,000 for Mr W in February 2023. The total amount owed was £51,420.48 to be repaid at £535.63 a month over 96 months. Mr W met his repayme... (5 pages)View decision -
Decision Reference DRN-4807376
4 Oct 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4807376 The complaint Mr W complains about ReAssure Limited (“ReAssure”). He’s unhappy that it’s been unable to trace a pension he held with a former employer. What happened In 1976, Mr W’s former employer set up a pension scheme (“the Scheme”) administered by a provider I’ll refer... (4 pages)View decision -
Decision Reference DRN-4976505
4 Oct 2024 Blemain Finance Limited UpheldMortgagesDRN-4976505 The complaint Mr and Mrs S complain about a second charge mortgage (secured loan) with Blemain Finance Limited trading as Together. They’ve now redeemed the loan, but their complaint is that they believe the balance was higher than it ought to have been and they’ve been over... (14 pages)View decision -
Decision Reference DRN-4961836
4 Oct 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4961836 The complaint Mr G us unhappy with the service he received from J.P. Morgan Europe Limited, trading as Chase, surrounding a payment that was flagged by Chase for further checks. What happened Mr G sold an item for £45 online and received the payment into his account from the... (3 pages)View decision -
Decision Reference DRN-4939742
4 Oct 2024 Santander UK Plc UpheldMortgagesDRN-4939742 The complaint Mr D and Miss H complain that Santander UK Plc has paid ground rent for their property, plus requested legal fees, and added this to their Buy To Let mortgage. And because Santander signed a consent order, they can no longer challenge the excessive fees. What h... (8 pages)View decision -
Decision Reference DRN-4727432
4 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4727432 The complaint Mr and Mrs G complain that Bank of Scotland plc trading as Intelligent Finance (IF) won’t refund them the money they lost after they fell victim to an investment scam. What happened The background to this complaint is well known to both parties so I won’t repea... (4 pages)View decision -
Decision Reference DRN-4944869
4 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4944869 The complaint Ms J is unhappy with the quality of repairs that have been carried out to her car by Ageas Insurance Limited (Ageas) after she made a claim under her motor insurance policy. What happened Ms J was unfortunately involved in a car accident in November 2023 and so... (3 pages)View decision
