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-4959990
22 Oct 2024 Topaz Finance Limited UpheldMortgagesDRN-4959990 The complaint This complaint follows on from a decision I issued on 8 October 2024 when I confirmed that I can only consider the following issues in relation to Mr and Mrs N’s mortgage held with Topaz Finance Limited trading as Heliodor Mortgages (and referred to here as Top... (7 pages)View decision -
Decision Reference DRN-4483900
22 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4483900 The complaint Mr O 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... (10 pages)View decision -
Decision Reference DRN-4832865
22 Oct 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4832865 The complaint Mr M complains Assetz SME Capital Limited (“Assetz”) has introduced an unfair fee on his crowdfunding account. What happened In December 2022, Assetz announced that it had decided to close its retail platform and conduct a solvent run-off of its retail loan boo... (8 pages)View decision -
Decision Reference DRN-4783226
22 Oct 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4783226 The complaint Mr S has complained that The Royal Bank of Scotland Plc (‘RBS’) closed his credit card, after he informed it he was unable to repay the balance back in six months. What happened Mr S had a credit card account with RBS. It contacted him a number of times, to exp... (2 pages)View decision -
Decision Reference DRN-5075407
22 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5075407 The complaint Miss J complains that NewDay Ltd trading as Pulse (‘Pulse’) misled her by terminating her credit card account during an active period of breathing space, when they said they wouldn’t. To put things right Miss J would like Pulse to reinstate her credit card acc... (6 pages)View decision -
Decision Reference DRN-4946531
22 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4946531 The complaint Miss T complains about AXA Insurance UK Plc’s (“AXA”) decision to decline her claim for damage caused to her television under her contents insurance policy. What happened Miss T made a claim following an escape of water in her home. AXA appointed an agent to t... (3 pages)View decision -
Decision Reference DRN-5097027
22 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5097027 The complaint Miss G complains that Revolt ltd hasn’t refunded her after she fell victim to a scam. What happened I issued a provisional decision for this complaint on 27 September 2024. I’ve included a copy of it at the end of this decision, in italics. Miss G responded to ... (8 pages)View decision -
Decision Reference DRN-5051844
22 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5051844 The complaint Mr M complains about the service he received from Santander UK Plc (“Santander”) when it applied restrictions to his account. Mr M says Santander hasn’t been transparent as to why his account was under review and that he had no access to his income and that pay... (3 pages)View decision -
Decision Reference DRN-5084648
22 Oct 2024 Curve UK Limited UpheldBanking and PaymentsDRN-5084648 The complaint Mr D complains Curve UK Limited (Curve) provided poor customer service when it blocked his account. What happened Mr D says in late June 2024 he experienced issues using his Curve card and was unable to make transactions for almost two weeks. Mr D says he event... (2 pages)View decision -
Decision Reference DRN-5005289
22 Oct 2024 Compare The Market Limited Not upheldInsuranceDRN-5005289 The complaint Mr A complains that Compare The Market Limited introduced him to a car insurance company that didn’t honour a quote. What happened In April 2024, Mr A used Compare The Market Limited (CTM) to search for car insurance. He was shown quotes on the CTM website, and... (2 pages)View decision
