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 371633 results
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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 -
Decision Reference DRN-4837664
6 Sep 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4837664 The complaint Mr R complained that Oakbrook Finance Limited (“Oakbrook”) irresponsibly granted him three personal loans (in August 2020, January 2022, and July 2022), that he couldn’t afford to repay. What happened Mr R took out the first loan (account number ending 3610) o... (4 pages)View decision -
Decision Reference DRN-4725510
6 Sep 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4725510 The complaint Mr R complains about what happened when he tried to clear the full balance on his credit card held with Tesco Personal Finance PLC trading as Tesco Bank (‘Tesco’). What happened Mr R held a Tesco credit card which had an introductory 0% interest period on purc... (3 pages)View decision
