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-5049544
30 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5049544 The complaint Ms A complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both parties.... (9 pages)View decision -
Decision Reference DRN-4996636
30 Sep 2024 ActiveQuote Limited UpheldInsuranceDRN-4996636 The complaint Mr A complains about how ActiveQuote Limited handled his application for an income protection policy. What happened Mr A took out an income protection policy through ActiveQuote in December 2022. Mr A made a separate complaint against the insurer with regards ... (4 pages)View decision -
Decision Reference DRN-4854939
30 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4854939 The complaint Mr A complains that Barclays Bank UK PLC refused to refund him for several cash withdrawals which he said he didn’t make. What happened Mr A had an account with Barclays. On 23 February 2023, a payment of just over £4,000 was made into Mr A’s account. Mr A ha... (4 pages)View decision -
Decision Reference DRN-5035955
30 Sep 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5035955 The complaint Mr E complains that Moneybarn No.1 Limited (Moneybarn) irresponsibly granted him a conditional sale agreement that he couldn’t afford to repay. What happened In August 2018 Mr E acquired a vehicle financed by a conditional sale agreement from Moneybarn. Mr E w... (4 pages)View decision -
Decision Reference DRN-5050607
30 Sep 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5050607 The complaint Mr N complains that the Kroo Bank Ltd app did not update its display and that the bank’s customer service was lacking. What happened Mr N says: 1. A banner about choosing a tree planting project still appeared on his app when he was told that after 60 days wit... (3 pages)View decision -
Decision Reference DRN-4985930
30 Sep 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4985930 The complaint Mr and Mrs S complain that Accord Mortgages Limited trading as Accord Mortgages worked out the Loan To Value (“LTV”) for their mortgage using the purchase price. They say Accord should have used its own valuation figure, which was higher, and would give a lower... (4 pages)View decision -
Decision Reference DRN-5017825
30 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5017825 The complaint Ms G complains that Bank of Scotland plc trading as Halifax was irresponsible in its lending to her. She wants the charges and fees applied to her account refunded and any adverse information removed from her credit file. What happened Ms G applied for a Halifa... (3 pages)View decision -
Decision Reference DRN-4659840
30 Sep 2024 Quilter Financial Services Ltd Not upheldInvestmentsDRN-4659840 The complaint Mr U complains that he received unsuitable investment advice from Quilter Financial Services Ltd. What happened Mr U received investment advice from an advisor who was an appointed representative of Quilter in 2023. He’d sought advice on the best way to invest ... (4 pages)View decision -
Decision Reference DRN-5011365
30 Sep 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5011365 The complaint Mr G has complained that Aviva Life & Pensions UK Limited didn’t give him any guidance or information about his options, particularly concerning tax, when he contacted it in to draw funds from his pension plan. What happened Mr G contacted Aviva in April 20... (4 pages)View decision -
Decision Reference DRN-5013436
30 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5013436 The complaint Mr G complains that American Express Services Europe Limited (AESEL) recorded information about him on the Cifas national fraud database. What happened Mr G had an account with AESEL. In April 2023, AESEL emailed Mr G to say it had suspended his account while i... (3 pages)View decision
