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-4760872
16 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4760872 The complaint Mr P complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr P fell victim to a fake job scam. He was contacted via a mobile messaging service by someone offering him a job. They said they’d got his details from a recruitment firm, an... (9 pages)View decision -
Decision Reference DRN-5223201
16 Jan 2025 West One Loan Limited UpheldBanking and PaymentsDRN-5223201 The complaint S, a limited company, complains that West One Loan Limited wrongly claimed it had defaulted on a secured loan and applied additional interest. S is represented by its director, who I’ll refer to as Mr S. Mr S asks that West One refunds the additional interest i... (4 pages)View decision -
Decision Reference DRN-5232006
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5232006 The complaint Mr C is unhappy with the service he’s received from Barclays surrounding a request to recover money that he mistakenly sent to an incorrect account. What happened Mr C contacted Barclays and asked for information on how he could make a lump sum payment towards ... (3 pages)View decision -
Decision Reference DRN-5252287
16 Jan 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5252287 The complaint Mr A complains that The Mortgage Works (UK) Plc (“TMW”) first unfairly rejected his request for term extensions on his two Buy To Let mortgages, based on his credit file, then delayed his applications for months, before finally telling him to make large capital... (8 pages)View decision -
Decision Reference DRN-4857677
16 Jan 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-4857677 The complaint Mr K complains about the quality of a car supplied to him by Volvo Car Financial Services UK Limited (“VCFS”). What happened Mr K acquired a new car under a hire agreement with VCFS in May 2023. Under the agreement, Mr K made an advance payment of £1,889.53 and... (5 pages)View decision -
Decision Reference DRN-5215442
16 Jan 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5215442 The complaint Mrs F complains that Frasers Group Financial Services Limited (‘Frasers Group’), trading as Studio, were unreasonable to apply charges and interest and to report missed payments on a transaction for goods she never received. What happened Mrs F ordered a bed an... (2 pages)View decision -
Decision Reference DRN-5210347
16 Jan 2025 Euroins AD Not upheldInsuranceDRN-5210347 The complaint Miss S has complained that Euroins AD has only partially settled a claim she made on a travel insurance policy. What happened Miss S was on a trip abroad in September 2022 when her baggage went missing on the return flight. She therefore made a claim on the po... (3 pages)View decision -
Decision Reference DRN-5156933
16 Jan 2025 Sublime Business Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-5156933 The complaint Mr M complains that he was given unsuitable advice to transfer two defined benefit (DB) pension schemes to personal pension plan arrangements. The first pension was transferred in 2018 and the second took place in 2019. Sublime Business Financial Advisers Limit... (12 pages)View decision -
Decision Reference DRN-5125138
16 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5125138 The complaint Mr E has complained about a transfer of his Aviva Life & Pensions UK Limited (‘Aviva’) pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in Malta in November 2014. Mr E’s QROPS was subsequently used to invest in Dolphin Capital (which lat... (10 pages)View decision -
Decision Reference DRN-5238868
16 Jan 2025 Accelerant Insurance UK Limited UpheldInsuranceDRN-5238868 The complaint Mrs T complains about damage caused by contractors working for Accelerant Insurance UK Limited when she made a claim after an escape of water at her property. What happened The background to this complaint is well known to both parties, so I’ll provide only a b... (3 pages)View decision
