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 365917 results
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Decision Reference DRN-4648982
30 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4648982 The complaint Mrs M is complaining that Revolut Ltd won’t refund money she lost to a scam. The complaint is brought on Mrs M’s behalf by a professional representative. What happened The background to this complaint is well known to both parties so I’ll summarise it briefly ... (3 pages)View decision -
Decision Reference DRN-4926127
30 Sep 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4926127 The complaint Mr P says Wise Payments Limited (“Wise”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr P says on 15 March 2024 he received SMS messages to his phone with one-time passcodes (OTPs) from Wise to confirm paymen... (2 pages)View decision -
Decision Reference DRN-4805997
30 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4805997 The complaint Mr C complains that Bank of Scotland plc won’t reimburse him after he fell victim to an investment scam. Mr C is professionally represented in bringing his complaint to our service, but for ease of reference I’ll refer to all submissions as being made by Mr C d... (3 pages)View decision -
Decision Reference DRN-4905452
30 Sep 2024 Connells Limited Not upheldInsuranceDRN-4905452 The complaint Mr H has complained that Connells Limited mis-sold a life insurance policy to him as he wasn’t aware he had it. What happened Mr H completed an application for a mortgage in 2018 through Connells and at the same time, was sold a life insurance policy. The life ... (2 pages)View decision -
Decision Reference DRN-5050797
30 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5050797 The complaint Ms S is unhappy with the proposed settlement offered by AXA Insurance UK Plc (AXA) on an escape of water claim under her home insurance policy. She’s also unhappy with the overall service AXA provided in the handling of her claim. What happened Ms S has a home ... (7 pages)View decision -
Decision Reference DRN-4995446
30 Sep 2024 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-4995446 The complaint Miss B complains that Home Retail Group Card Services Limited, trading as Argos Card, failed to allocate a payment to her Buy Now Pay Later (BNPL) account. What happened Miss B has an Argos Store Card. She called Argos Card in February 2024 to make a payment to... (2 pages)View decision -
Decision Reference DRN-5023796
30 Sep 2024 Virgin Money Unit Trust Managers Ltd Not upheldPensions and AnnuitiesDRN-5023796 The complaint Mrs H complains that Virgin Money Unit Trust Managers Ltd trading as Virgin Money made errors and provided poor service causing her to experience financial loss. What happened Mrs H has a stakeholder pension plan with Virgin Money. The relevant details of thi... (8 pages)View decision -
Decision Reference DRN-4983745
30 Sep 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4983745 The complaint Mr B has complained about the service provided by Scottish Widows Limited (‘Scottish Widows’) in relation to the withdrawal of the pension monies held with them. Mr B has stated that the process was long and complex with delays to the process ultimately causing... (4 pages)View decision -
Decision Reference DRN-4839175
30 Sep 2024 esure Insurance Limited Not upheldInsuranceDRN-4839175 The complaint Mr M complains about esure Insurance Limited’s decision to accept liability following a third party claim against his policy. What happened The background to this complaint is well known to Mr M and esure. In my decision, I’ll focus mainly on giving the reasons... (3 pages)View decision -
Decision Reference DRN-4985202
30 Sep 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4985202 The complaint Miss N complains about Domestic & General Insurance Plc (D&G) cancelling her household warranty protection policies. D&G use agents to administer the policy and to assess claims. References to D&G include these agents. What happened Miss N had... (3 pages)View decision
