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 367300 results
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Decision Reference DRN-4903315
1 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4903315 The complaint Mr J complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr J is being represented by a third party. To keep things simple, I will refer to Mr J throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-4996754
1 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4996754 The complaint Mr S complains that Nationwide Building Society (‘Nationwide’) treated him poorly and closed his accounts. What happened Mr S had a basic bank account and a current account with Nationwide. On 19 February 2024 Mr S visited a Nationwide branch to deposit some mo... (4 pages)View decision -
Decision Reference DRN-5120619
1 Nov 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5120619 The complaint Mr F complains about the quality of a car Blue Motor Finance Consumer (UK) Plc supplied to him under a hire-purchase agreement. Background I recently issued my provisional conclusions setting out the events leading up to this complaint and how I thought the di... (5 pages)View decision -
Decision Reference DRN-5035439
1 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5035439 The complaint Mr E complains about the increase in premium Aviva Insurance Limited quoted for the renewal of his motor insurance policy. He wants a check that this was fair. What happened Mr E made a claim on his policy after his car was damaged whilst stationary. Aviva agr... (2 pages)View decision -
Decision Reference DRN-4980371
1 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4980371 The complaint Mrs H complains that Aviva Life and Pensions UK Limited (‘Aviva’) processed her retirement claim in the incorrect tax year. Mrs H also says that after processing her claim, Aviva misinformed her about when the payment had been processed. Mrs H would now like Av... (3 pages)View decision -
Decision Reference DRN-5095373
1 Nov 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5095373 The complaint Miss D has complained about her mortgage she holds with Mortgage Agency Services Number Five Limited (“MAS5”). She is represented in bringing this complaint by a family member, Mr D. Any reference to Miss D in this decision should be taken to mean that family m... (15 pages)View decision -
Decision Reference DRN-4901868
1 Nov 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4901868 The complaint Mr K complains American Express Services Europe Limited (AESEL) refused to refund the cost of a bag he bought with his credit card. What happened In September 2023, Mr K paid £1,400 with his AESEL credit card to an online retailer for a white leather bag from ... (5 pages)View decision -
Decision Reference DRN-4986059
1 Nov 2024 Euroins AD UpheldInsuranceDRN-4986059 The complaint Mrs M has complained that Euroins AD has only partially settled a claim she made on her annual travel insurance policy. What happened Mrs M was on a seven-day trip abroad in September 2023 when, after two nights, she unfortunately became ill and had to be hosp... (2 pages)View decision -
Decision Reference DRN-5028470
1 Nov 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5028470 The complaint Mr K is unhappy with the length of time it took Metro Bank PLC to send money to him that had credited a previously closed account. What happened Mr K closed his Metro account in June 2023. After the closure, payments of £37.00 and £28.00 were incorrectly allowe... (2 pages)View decision -
Decision Reference DRN-5121104
1 Nov 2024 New Wave Capital Limited UpheldBanking and PaymentsDRN-5121104 The complaint Mr T, on behalf of H Limited, complains that New Wave Capital Limited (trading as Capital on Tap) did not request a chargeback when he unknowingly bought stolen goods. What happened Mr T says he spent almost £250,000 purchasing branded products which he has no... (2 pages)View decision
