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 371485 results
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Decision Reference DRN-5140596
12 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5140596 The complaint Mr C complains that Revolut Ltd hasn’t refunded him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 29 October 2024. In it I set out the background and my proposed findings. I’ve included a copy of the provisi... (11 pages)View decision -
Decision Reference DRN-4924309
12 Nov 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4924309 The complaint Mr A and Mrs N have complained that Liverpool Victoria Financial Services Limited (‘LV’) delayed matters and failed to act on Mr A’s instructions to put a critical illness insurance policy in place. What happened Mr A and Mrs N had insurance cover with LV and a... (3 pages)View decision -
Decision Reference DRN-5140051
12 Nov 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5140051 The complaint and what happened Mrs G complained that Creation Consumer Finance Ltd failed to pay out on a claim she made to it about the quality of the installation of a solar panel system she purchased with credit it provided. I’ve included relevant sections of my provisi... (2 pages)View decision -
Decision Reference DRN-5071093
12 Nov 2024 National Westminster Bank Plc Not upheldMortgagesDRN-5071093 The complaint Mr and Mrs H complain that National Westminster Bank Plc mistakenly reported a payment on his mortgage account to a credit reference agency (“CRA”) as missed when it had been paid. What happened Mr and Mrs H had a mortgage with NatWest but bank elsewhere. They ... (2 pages)View decision -
Decision Reference DRN-4850589
12 Nov 2024 ReAssure Limited UpheldInsuranceDRN-4850589 The complaint The estate of Ms M complains that ReAssure Limited declined a claim she made on a Crisis Cash Cover policy. What happened Ms M had a Crisis Cash Cover policy which included cover for serious and critical illnesses. Ms M was diagnosed with Multiple Sclerosis (MS)... (3 pages)View decision -
Decision Reference DRN-5109446
12 Nov 2024 The Chorley and District Building Society Not upheldBanking and PaymentsDRN-5109446 The complaint Mr T is unhappy that The Chorley and District Building Society (“CDBS”) incorrectly rejected a transfer request that he’d submitted. What happened Mr T held an account with CDBS. On 19 February, Mr T spoke with CDBS and asked how he could withdraw his money and... (2 pages)View decision -
Decision Reference DRN-4731171
12 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4731171 The complaint Miss S complains that Barclays Bank UK PLC hasn’t refunded her the full amount she lost to a cryptocurrency investment scam. What happened Miss S spoke with someone on social media about investing in bitcoin. The person said they could invest on Miss S’s behalf... (2 pages)View decision -
Decision Reference DRN-4785695
12 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4785695 The complaint Dr C complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the remaining funds she lost when she fell victim to a scam. What happened What Dr C says Dr C says that after receiving an inheritance she left her contact details on the websites of some investment ... (6 pages)View decision -
Decision Reference DRN-4844004
12 Nov 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4844004 The complaint Mr F complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. What happened In April 2023 Mr F entered into a 25-month... (3 pages)View decision -
Decision Reference DRN-4801309
12 Nov 2024 Seven Street Wealth Ltd Not upheldPensions and AnnuitiesDRN-4801309 The complaint Mr P complains that Seven Street Wealth Ltd (SSW) gave him unsuitable advice about the withdrawal of tax-free cash (TFC) from his Self-Invested Personal Pension (SIPP) in 2018. And that this led to him paying an immediate Lifetime Allowance tax charge that he c... (8 pages)View decision
