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 367928 results
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Decision Reference DRN-5109431
30 Oct 2024 HiFX Europe Limited Not upheldBanking and PaymentsDRN-5109431 The complaint Mrs H complains that HiFX Europe Limited trading as Xe Money Transfer (Xe)hasn’t returned money from a failed transaction to her account. She would like the money returned and compensation for the distress and inconvenience. What happened Mrs H says she wanted... (2 pages)View decision -
Decision Reference DRN-5113131
30 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-5113131 The complaint Mrs O and Mr O complain that Ageas Insurance Limited have declined their claim for damage due to an escape of water. What happened Mrs O and Mr O jointly hold a buildings insurance policy with Ageas. In July 2022 during a kitchen renovation the builder discov... (4 pages)View decision -
Decision Reference DRN-4993316
30 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4993316 The complaint Mr H complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened Mr H says that in early May 2023 he saw an advert on social media about investing with a company I’ll call O in this decision. The advert sa... (9 pages)View decision -
Decision Reference DRN-5113826
30 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5113826 The complaint Mr A complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling and settlement of a claim made under his car insurance policy. What happened Mr A has a car insurance policy with Admiral. In June 2023 Mr A was in an accident with a third-party v... (3 pages)View decision -
Decision Reference DRN-4710535
30 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4710535 The complaint Miss S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund money she says was taken from her account without her knowledge, and about HSBC’s actions in relation to the debt caused by those transactions. What happened Miss S says that in 2018, P (her ex-partn... (7 pages)View decision -
Decision Reference DRN-5112454
30 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5112454 The complaint Miss B complains that Revolut Ltd won’t refund money she lost when she fell victim to a cryptocurrency investment scam. What happened Miss B says that in the autumn of 2023 someone online mentioned that they had used and made some money from an investment tradi... (14 pages)View decision -
Decision Reference DRN-5065041
30 Oct 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5065041 Complaint Miss T complains that Startline Motor Finance Limited (“Startline”) unfairly entered into a hire-purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In October 2... (3 pages)View decision -
Decision Reference DRN-4830942
30 Oct 2024 Tandem Home Loans Ltd Not upheldMortgagesDRN-4830942 The complaint Ms M believes that she was mis-sold her second charge mortgage with Tandem Home Loans Ltd, due to the high interest rates charged and because the terms and conditions of the mortgage were not explained to her. This included Ms M not having been aware that the t... (3 pages)View decision -
Decision Reference DRN-5070948
29 Oct 2024 Wakam UpheldInsuranceDRN-5070948 The complaint Mrs M complains that Wakam unfairly increased her pet insurance premium. Wakam is the insurer for Mrs M’s policy and is responsible for this complaint. My references to Wakam include its agents and claim handlers acting on its behalf. What happened Mrs M has ha... (4 pages)View decision -
Decision Reference DRN-5025319
29 Oct 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5025319 The complaint Miss M has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss M was told by Kroo that they had restricted her use of her account. In January they then closed her account. A coupl... (2 pages)View decision
