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 375119 results
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Decision Reference DRN-4939754
28 Jan 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4939754 The complaint Mr S complains that American Express Services Europe Limited (AESEL) or “Amex” didn’t treat him fairly when he requested a refund of a payment made with his credit card. What happened Mr S used his Amex credit card to pay for a rental car booking in October 20... (4 pages)View decision -
Decision Reference DRN-5291367
28 Jan 2025 Quilter Wealth Ltd UpheldPensions and AnnuitiesDRN-5291367 The complaint Mr S is represented. His complaint relates to the following firms – Aqua Financial Services Ltd (‘Aqua’) – the firm who recommended a pension switch to him in 2019; in the main, he says the pension switch was unsuitable, and he seeks redress (including a ful... (14 pages)View decision -
Decision Reference DRN-5222105
28 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222105 The complaint Mr M complains that HSBC UK Bank Plc stopped his credit card and ended his credit agreement. What happened Mr M held a HSBC credit card with a credit limit of £6000. In July 2024 Mr M contacted HSBC to report fraudulent activity on his card. HSBC said it would ... (3 pages)View decision -
Decision Reference DRN-5251899
28 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5251899 The complaint Mr D complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his investment into a self-invested personal pension (‘SIPP’) when, he says, it shouldn’t have accepted business from the business who introduced him to Options;... (44 pages)View decision -
Decision Reference DRN-5115247
28 Jan 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5115247 The complaint Ms A is unhappy that Volkswagen Financial Services (UK) Limited (VWFS) paid, and then invoiced her for a parking notice, thereby preventing her from appealing the charge. Ms A’s legal representative, Mr F, brought this complaint on her behalf, so I’ll also ref... (4 pages)View decision -
Decision Reference DRN-5292906
28 Jan 2025 Yorsipp Limited UpheldPensions and AnnuitiesDRN-5292906 The complaint Mr T complains the Yorsipp Limited (‘Yorsipp’) Self-Invested Personal Pension (‘SIPP’) that was opened for him in 2013, and the investments made within it, were unsuitable for him. And that Yorsipp didn’t carry out adequate due diligence on the adviser that int... (40 pages)View decision -
Decision Reference DRN-5292812
28 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5292812 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) failed to protect him from falling victim to a cryptocurrency investment scam. What happened Earlier this month I issued a provisional decision (“PD”) setting out why I was intending to uphold Mr M’s co... (6 pages)View decision -
Decision Reference DRN-4919096
28 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4919096 The complaint Mr A complains that American Express Services Europe Limited (which I’ll call Amex) won’t provide a refund for goods which he says he paid for but did not receive. What happened In December 2023 Mr A bought a laptop direct from the manufacturer, which I’ll call... (2 pages)View decision -
Decision Reference DRN-5227978
28 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5227978 The complaint Mr S complains about the changes that NewDay Limited, trading as John Lewis Credit Card and John Lewis Money, has made to his credit card account. He also complains about the way that his complaint has been handled. What happened Mr S has a credit card account ... (3 pages)View decision -
Decision Reference DRN-5291943
28 Jan 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5291943 The complaint L has complained about Zurich Insurance Company Ltd’s decision to refuse a claim for a van belonging to it under a policy taken out by Miss B in her own name. L is a limited company represented by Miss B, who is a director. What happened As both parties know ... (4 pages)View decision
