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-5014143
10 Sep 2024 Zopa Bank Limited UpheldConsumer CreditDRN-5014143 The complaint Mrs P complains that Zopa Bank Limited acted unfairly when it would not tell her why it had declined her loan application. What happened Mrs P applied for a loan with Zopa after being pre-approved by a third party but her application was declined. Mrs P was unh... (2 pages)View decision -
Decision Reference DRN-4983386
10 Sep 2024 Nationwide Building Society Not upheldInvestmentsDRN-4983386 The complaint Mr B and Mrs B complained about Nationwide Building Society (Nationwide). They said they were recommended by Nationwide to invest in an unsuitable fund, held in their stocks and shares individual savings accounts (ISAs). They said they were then advised to swit... (5 pages)View decision -
Decision Reference DRN-5014077
10 Sep 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5014077 The complaint Mr A complains that American Express Services Europe Limited (“American Express”) is holding him liable for a credit card account which he says he neither applied for nor knew about. What happened On 25 July 2024, I issued a provisional decision on this compla... (4 pages)View decision -
Decision Reference DRN-4898318
10 Sep 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4898318 The complaint Ms I complains that Scottish Widows Limited trading as Halifax Financial Services (“Scottish Widows”) failed to treat her fairly when she reached the age of 75 and was required to make changes to how she took her pension benefits. What happened Ms I held pensio... (4 pages)View decision -
Decision Reference DRN-4862874
10 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4862874 The complaint Mr H complained because HSBC UK Bank plc refused to refund him for transactions which he said he hadn’t made. What happened Mr H said that on 9 April 2024, he was away visiting family for the day. He said he was going to do some shopping, so he went to check t... (3 pages)View decision -
Decision Reference DRN-4566018
10 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4566018 The complaint Ms T is unhappy that Revolut Ltd won’t reimburse her a financial loss she suffered as a result of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In May 2023, Ms T received a call... (7 pages)View decision -
Decision Reference DRN-5014059
10 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5014059 The complaint Ms B is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing a credit card she couldn’t afford. What happened In March 2022, Ms B opened a credit card account with NewDay. The in... (3 pages)View decision -
Decision Reference DRN-4973626
10 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4973626 The complaint Mr T complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined his claim for damage caused by a water leak, under his home buildings insurance policy. What happened In June 2023 Mr T contacted Admiral to make a claim for damage caused by... (6 pages)View decision -
Decision Reference DRN-4920828
10 Sep 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4920828 The complaint Mrs C has complained that The Royal London Mutual Insurance Society Limited cancelled her self assurance plan after she missed a premium payment. What happened The background this complaint is well known to the parties, so I won't repeat it in detail here.... (2 pages)View decision -
Decision Reference DRN-4908098
10 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4908098 The complaint Mrs W complains that Revolut Ltd won’t refund money she lost when she fell victim to a cryptocurrency scam. Mrs W is being represented by solicitors in this complaint. What happened Mrs W says that in January 2023 she came across an advertisement for an inves... (10 pages)View decision
