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 370149 results
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Decision Reference DRN-4954983
23 Aug 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4954983 The complaint Ms G complains that Zopa Bank Limited irresponsibly lent to her. What happened Ms G was approved for a Zopa personal loan in April 2023 for £25,000. She was approved for another Zopa personal loan in November 2023 for £10,000. Ms G says Zopa irresponsibly lent ... (3 pages)View decision -
Decision Reference DRN-4879085
23 Aug 2024 esure Insurance Limited UpheldInsuranceDRN-4879085 The complaint Mr H and Miss T are unhappy with the way esure Insurance Limited (esure) handled their accidental damage claim and the conflicting information it provided. Mr H and Miss T jointly held contents insurance underwritten by esure. For ease of reading, I’ll refer on... (3 pages)View decision -
Decision Reference DRN-4983103
23 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4983103 The complaint Mrs R says Revolut Ltd (“Revolut”), didn’t do enough to help when she fell victim to an ‘authorised push payment’ (“APP”) safe account scam. She says Revolut should reimburse her for the money she lost. What happened As both parties are familiar with the circu... (5 pages)View decision -
Decision Reference DRN-4921079
23 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4921079 The complaint A partnership, which I’ll refer to as S, complains about what U K Insurance Limited did after it made a claim on its business protection insurance policy. Mr P, who is a partner of S, brings the complaint on its behalf. What happened In March 2023 Mr P made a c... (3 pages)View decision -
Decision Reference DRN-4856987
23 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4856987 The complaint Mr P is unhappy that Revolut Ltd won’t refund him the money he lost, after he fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summa... (3 pages)View decision -
Decision Reference DRN-4910915
23 Aug 2024 Western Provident Association Limited Not upheldInsuranceDRN-4910915 The complaint Mr B has complained that Western Provident Association Limited trading as WPA failed to inform him about an invoice for treatment he received. What happened Mr B has a private medical insurance policy, underwritten by WPA. Mr B chose shared responsibility for t... (2 pages)View decision -
Decision Reference DRN-4973250
23 Aug 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4973250 The complaint Mr M’s complaint is about a claim he made on his Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy. All references in this decision to Red Sands include their claims handlers. What happened In January 2021 Mr M took out a Red Sands... (3 pages)View decision -
Decision Reference DRN-4974447
23 Aug 2024 Nationwide Building Society UpheldConsumer CreditDRN-4974447 The complaint Mrs W complains that Nationwide Building Society told her incorrect information about a payment holiday on her personal loan. What happened Mrs W says that she asked Nationwide for help regarding her personal loan repayments due to financial difficulty. She say... (3 pages)View decision -
Decision Reference DRN-4955950
23 Aug 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4955950 The complaint Mr O complains that Kroo Bank Ltd restricted his access to his bank account with it and then closed the account without notice. It then delayed returning funds in the account to him. What happened In August 2023 Kroo Bank placed restrictions on Mr O’s account. ... (2 pages)View decision -
Decision Reference DRN-4943160
23 Aug 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4943160 The complaint Ms R complains that Vanquis Bank Limited irresponsibly lent to her. Ms R is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms R herself. What happen... (3 pages)View decision
