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-4955448
6 Sep 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4955448 The complaint Mr D complains that American Express Services Europe Limited (AESEL) closed his credit card account and referred it to a collection agency. What happened I issued a provisional decision setting out what had happened and what I thought about the complaint. I’ve ... (7 pages)View decision -
Decision Reference DRN-4970094
6 Sep 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4970094 The complaint Mr W complains that Loans 2 Go Limited (L2G) acted irresponsibly when they agreed to lend to him on several occasions. In bringing his complaint Mr W is represented by a third party. For ease of reading I will only refer to Mr W in my decision. What happened Mr... (5 pages)View decision -
Decision Reference DRN-4957813
6 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4957813 The complaint Mr R complains Revolut Ltd won’t refund the £3,712.91 he lost as part of a crypto investment scam. Mr R is being supported in making his complaint by a representative, but for ease, I’ll refer to Mr R throughout this decision. What happened Around September 202... (6 pages)View decision -
Decision Reference DRN-4897978
6 Sep 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4897978 The complaint Miss C complains about how Royal & Sun Alliance Insurance Limited (“RSA”) handled repairs following a claim on her motor insurance policy. What happened Miss C had a motor insurance policy with RSA covering her car. In July 2023 she was involved in an incid... (3 pages)View decision -
Decision Reference DRN-5007380
6 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5007380 The complaint Mr P has complained about Creation Consumer Finance Ltd (“Creation”)’s response to a claim he made under Section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) relating to a solar panel system which he says was mis-sold to him. What happened In Februa... (6 pages)View decision -
Decision Reference DRN-4845413
6 Sep 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4845413 The complaint Miss Q is unhappy that Liverpool Victoria Financial Services Limited (‘LV’) declined a claim she made for the critical illness benefit on her combined life and critical illness protection policy (‘the policy’). What happened Miss Q was diagnosed with systemic ... (2 pages)View decision -
Decision Reference DRN-5007455
6 Sep 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5007455 The complaint Mr S complains MBNA Limited has not met its obligations in regard to a transaction made on his credit card to purchase an expensive watch. What happened In August 2022 Mr S used his MBNA credit card to purchase a watch through a website which i... (5 pages)View decision -
Decision Reference DRN-5002828
6 Sep 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-5002828 The complaint The estate of Mr B is unhappy that Zurich Assurance Limited declined a claim under Mr B’s life insurance policy (‘the policy’). What happened Mr B applied for the policy in 2022 through an insurance intermediary. When doing so, he was asked a number of questio... (5 pages)View decision -
Decision Reference DRN-5007411
6 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5007411 The complaint Mr T complains that American Express Services Europe Limited has treated him unfairly in relation to some flight tickets. What happened In May 2023 Mr T used his American Express Services Europe Limited credit card (Amex for short) to make thre... (4 pages)View decision -
Decision Reference DRN-4899320
6 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4899320 The complaint Ms F complains about several issues in relation to her HSBC UK Bank plc (HSBC) account. She would like a default removed, interest refunded and compensation. What happened The details of this complaint are well known to both parties so I won’t repeat them agai... (2 pages)View decision
