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 364862 results
-
Decision Reference DRN-5012057
7 Oct 2024 SafeNetPay Services Company Limited Not upheldBanking and PaymentsDRN-5012057 The complaint B a limited company complains that SafeNetPay Services Company Limited (trading as Moneff) took too long to release funds held in its account. B says SafeNetPay didn’t provide a proper explanation about why it had blocked its account and didn’t respond to its l... (4 pages)View decision -
Decision Reference DRN-4574303
7 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4574303 The complaint Mr C complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5035076
7 Oct 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5035076 The complaint Mr W is complaining about Zopa Bank Limited because he’s unhappy that it reported a missed payment on his account to the credit reference agencies (CRAs). What happened Mr W had a credit card account with Zopa. It issued a statement on 29 May 2004 setting out t... (2 pages)View decision -
Decision Reference DRN-4874180
7 Oct 2024 Accelerant Insurance Limited UpheldInsuranceDRN-4874180 The complaint Miss C complains that Accelerant Insurance Limited has failed to complete effective repair works on her property following an escape of water claim. What happened In May 2021, Miss C’s property was damaged following an escape of water. Accelerant and its appoin... (3 pages)View decision -
Decision Reference DRN-4790303
7 Oct 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4790303 The complaint Miss G complains about a delay in processing a refund for wardrobes she purchased but didn’t receive. What happened In August 2023 Miss G bought wardrobes via S’s website. She paid for them using running credit provided by Frasers Group Financial Services Limit... (2 pages)View decision -
Decision Reference DRN-5066099
7 Oct 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5066099 The complaint Mr and Mrs W complain that Barclays Bank UK PLC didn’t give them clear information about their monthly payments for their offset mortgage. As a result, they made underpayments and their account fell into arrears. What happened Mr and Mrs W have had an offset mo... (6 pages)View decision -
Decision Reference DRN-4875352
7 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4875352 The complaint Miss A complains about Santander UK Plc failing to close her account in a timely manner. What happened Around November 2022, Santander decided to close Miss A’s account immediately. Miss A complained about the bank’s decision to close her account as she wanted ... (2 pages)View decision -
Decision Reference DRN-5020475
7 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5020475 The complaint Ms G complains that Lloyds Bank PLC was irresponsible in its lending to her. She wants the charges and fees applied to her account refunded along with compensatory interest. What happened Ms G applied for a Lloyds credit card in August 2019 and was provided wit... (2 pages)View decision -
Decision Reference DRN-4926366
7 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4926366 The complaint Miss C has complained about the service provided by Aviva Insurance Limited (‘Aviva’) under her home insurance policy. For the avoidance of doubt, the term ‘Aviva’ includes its agents, contractors, and representatives for the purposes of this decision. What ha... (7 pages)View decision -
Decision Reference DRN-5050930
7 Oct 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5050930 The complaint A company, which I’ll refer to as S, complains about the way DAS Legal Expenses Insurance Company Limited dealt with a claim on its commercial legal expenses insurance policy. Mrs S, who is a director of S, brings the complaint on its behalf. What happened S in... (3 pages)View decision
