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-4931609
23 Aug 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4931609 The complaint Mr E is unhappy that J.P. Morgan Europe Limited trading as Chase (‘Chase’) refused to update his name on his account unless he provided an enrolled deed poll. What happened On 11 May 2024, Mr E contacted Chase by phone in order to update his name on his account... (3 pages)View decision -
Decision Reference DRN-4782515
23 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4782515 The complaint Mr C is unhappy with the response he received from National Westminster Bank Plc (NatWest) following a complaint he made. What happened In June 2023 Mr C paid a company to replace his boiler. Mr C paid partly on his Natwest credit card. Mr C later contacted N... (2 pages)View decision -
Decision Reference DRN-4972910
23 Aug 2024 ReAssure Life Limited UpheldInvestmentsDRN-4972910 The complaint Mrs D and Mr P, as trustees of a trust, have complained about Reassure Life Limited (‘ReAssure’) in relation to three Maximum Investment Plan (‘MIP’) policies held within the trust. The trust was originally set up by Mrs D and Mr P’s parents, who I’ll refer to... (17 pages)View decision -
Decision Reference DRN-4975624
23 Aug 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4975624 The complaint Mr T complains that Amtrust Europe Limited has unfairly withdrawn funding from a claim under his motor legal protection insurance policy. Where I refer to Amtrust, this includes the actions of its agents and claims handlers for which it takes responsibility. ... (2 pages)View decision -
Decision Reference DRN-4903260
23 Aug 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4903260 The complaint Miss K complains that National Westminster Bank Plc (NatWest) has not credited her bank account with two international payments of 40 USD and 40 EUR that she was expecting. She says they keep asking her to get information from the sending bank. She’s also unha... (2 pages)View decision -
Decision Reference DRN-4971386
23 Aug 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4971386 The complaint Mrs M complains that Acromas Insurance Company Limited has treated her unfairly when dealing with a claim made on her building’s insurance. What happened Mrs M appointed a local drainage expert who carried out a CCTV inspection of the drains and pipes at her pr... (3 pages)View decision -
Decision Reference DRN-4954848
23 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4954848 The complaint Mrs H complains that Revolut Ltd didn’t do enough to protect her when she fell victim to a scam. What happened Between March and May 2023, Mrs H made three faster payments to a cryptocurrency exchange service. The funds were then used to purchase cryptocurrency... (3 pages)View decision -
Decision Reference DRN-4777318
23 Aug 2024 Fluent Money Limited UpheldMortgagesDRN-4777318The complaint Miss F's complaint is about the advice she received from Fluent Money Limited trading as Fluent Money in 2020 to take out a second charge mortgage. As it has been concluded t\<br />View decision
hat the lender should not have agreed to lend, Miss F thinks Fluent should ... (6 pages) -
Decision Reference DRN-4982192
23 Aug 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4982192 The complaint Mr C has complained about a transfer of his Phoenix Life Limited self-invested personal pension (SIPP) funds to a small self-administered scheme (SSAS ) in May 2013. Mr C’s SSAS funds were subsequently depleted and held no value. HMRC took action to close the S... (12 pages)View decision -
Decision Reference DRN-4947589
23 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4947589 The complaint Ms B complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In June 2023, Ms B received a phone call from someone who said they worked for another bank she had an account with. The caller asked if she had ma... (8 pages)View decision
