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-5003381
6 Sep 2024 Admiral Insurance Company Limited Not upheldInsuranceDRN-5003381 The complaint Mr W is unhappy with the service provided by Admiral Insurance Company Limited (Admiral) following a claim he made on his car insurance policy. What happened in July 2023 Mr W purchased a car and took out a car insurance policy with Admiral at the same time. T... (3 pages)View decision -
Decision Reference DRN-4601615
6 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4601615 The complaint Mrs A complains that Revolut Ltd won’t refund the ATM fees on her account. She also complains about the general service she received. What happened During a trip abroad in August 2023, having discovered her Revolut card wasn’t accepted in the shops she wished t... (3 pages)View decision -
Decision Reference DRN-5006186
6 Sep 2024 Yorkshire Building Society Not upheldMortgagesDRN-5006186 The complaint Mr C and Mrs S complain that Yorkshire Building Society (YBS) disclosed their financial information to a fraudster and then failed to deal with the matter quickly or support them appropriately. What happened Mr C and Mrs S have an offset mortgage with YBS, mean... (3 pages)View decision -
Decision Reference DRN-4878340
6 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4878340 The complaint Mr M complains Barclays Bank UK PLC unfairly closed his account without notice. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Barclays carried out a review of Mr M’s account and on... (2 pages)View decision -
Decision Reference DRN-4966632
6 Sep 2024 Clydesdale Financial Services Limited Not upheldBanking and PaymentsDRN-4966632 The complaint Mr P complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance have irresponsibly lent to him. What happened Mr P was approved for three accounts between 8-9 August 2023. One agreement was for an interest free loan over 12 months ... (2 pages)View decision -
Decision Reference DRN-4555526
6 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4555526 The complaint Mr G complains that Revolut Ltd did not refund the payments he lost to a scam What happened Mr G heard about investing in cryptocurrency on a morning television show, and found a company I’ll refer to as ‘B’. Mr G could not find much information about them onli... (3 pages)View decision -
Decision Reference DRN-4918950
6 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4918950 The complaint Mr B, on behalf of his late mother – the estate of Mrs B – has complained that the actions of St James’s Place Wealth Management Plc (‘SJP’) have led to the estate incurring a larger inheritance tax (‘IHT’) bill than it would otherwise have done. Mr B wants the... (12 pages)View decision -
Decision Reference DRN-5006939
6 Sep 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-5006939 The complaint Mr and Mrs S complain that Tesco Personal Finance PLC trading as Tesco Bank have irresponsibly lent to them. What happened Mr and Mrs S were approved for a joint Tesco loan which was paid into their account in August 2019 for £12,000. Mr and Mrs S say that Tesc... (3 pages)View decision -
Decision Reference DRN-5003444
6 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5003444 The complaint Mr C is unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim made on his home insurance policy. What happened Mr C purchased a home insurance policy which included personal belongings cover for pedal cycles with an individual ... (5 pages)View decision -
Decision Reference DRN-4936497
6 Sep 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4936497 The complaint Miss S complain about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under her home insurance policy for the loss of personal items following a burglary. Lloyds use agents to administer the policy and to assess claims. References to Lloy... (4 pages)View decision
