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 370904 results
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Decision Reference DRN-5057149
7 Nov 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5057149 The complaint R, a limited company, complains that Zempler Bank Limited (trading as Cashplus) blocked their account and denied them access to their funds. They’ve asked for compensation, and to be repaid losses they say they’ve suffered. R is represented by their director, ... (3 pages)View decision -
Decision Reference DRN-5049108
7 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5049108 The complaint Mr C complains that Revolut Ltd hasn’t refunded the money he lost when he fell victim to a scam. What happened In June 2022 Mr C came across an advert on social media for a cryptocurrency investment platform, which I’ll call “B”, he says it appeared to be endo... (3 pages)View decision -
Decision Reference DRN-5087100
7 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5087100 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (British Gas) under a home emergency policy. What happened British Gas carried out the annual service on Mr M’s boiler. The engineer said no faults were found. Following this, Mr M... (3 pages)View decision -
Decision Reference DRN-5056053
7 Nov 2024 Sesame Limited Not upheldMortgagesDRN-5056053 The complaint Mr and Mrs C complain that TaylorMade Financial Solutions (TMFS), an appointed representative of Sesame Limited, gave them unsuitable advice to take out an interest only mortgage. What happened In 2004 Mr and Mrs C took out an interest only mortgage. They say t... (5 pages)View decision -
Decision Reference DRN-4680857
7 Nov 2024 Barclays Bank Plc UpheldInvestmentsDRN-4680857 The complaint Mrs J complains she was misled by Barclays Bank Plc (trading as Barclays Smart Investor) in respect of her eligibility to take up an offer to purchase further shares. She says this has prevented her from receiving future profits as she wasn’t able to take up he... (4 pages)View decision -
Decision Reference DRN-5090582
7 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5090582 The complaint Mr A complains through a representative that Santander Consumer (UK) Plc (“Santander”) gave him a conditional sale agreement without carrying out a sufficient affordability assessment. What happened In July 2019, Santander provided Mr A with a conditional sale... (4 pages)View decision -
Decision Reference DRN-5062079
7 Nov 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5062079 The complaint Mr M complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) delivered a car to him that wasn’t as described. What happened Mr M entered into a hire purchase agreement with VWFS for a used car in November 2023. The... (3 pages)View decision -
Decision Reference DRN-5130595
7 Nov 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5130595 The complaint Mr and Mrs S complain that Inter Partner Assistance SA (“IPA”) unfairly dealt with a home emergency insurance claim after they lost hot water at home. What happened This dispute is well known to the parties so I won’t comment in detail here. But for brief conte... (3 pages)View decision -
Decision Reference DRN-4998373
7 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4998373 The complaint O, a limited company, complains National Westminster Bank Plc unfairly declined its application for an overdraft. O is represented by Mr H, a director. I will refer to both O and Mr H in my decision. What happened The facts of the complaint are well known to ... (3 pages)View decision -
Decision Reference DRN-5076683
7 Nov 2024 Vitality Health Limited Not upheldInsuranceDRN-5076683 The complaint Mr H complains about the way Vitality Health Limited handled a claim he made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ... (4 pages)View decision
