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 362716 results
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Decision Reference DRN-4758709
24 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4758709 The complaint Mr M is unhappy Revolut Ltd won’t reimburse him for money he lost as part of a scam. What happened Mr M recalled that in June 2023, he was contacted by someone who claimed to be from his bank. Broadly, they told him that someone had tried to use his account and to... (4 pages)View decision -
Decision Reference DRN-4727197
24 Apr 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4727197 The complaint Mr and Mrs N have complained that Inter Partner Assistance SA (‘IPA’) failed to provide assistance when they needed help abroad. What happened Mr and Mrs N were on holiday abroad when unfortunately, Mr N needed emergency medical assistance and was admitted to hosp... (2 pages)View decision -
Decision Reference DRN-4691935
24 Apr 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4691935 The complaint Mr H is unhappy that Great Lakes Insurance SE declined a claim made on his travel insurance policy (‘the policy’). All reference to Great Lakes includes its representatives. What happened Whilst abroad in 2022, Mr H was admitted to hospital and diagnosed initially... (4 pages)View decision -
Decision Reference DRN-4714730
24 Apr 2024 Monument Life Insurance Dac Not upheldInsuranceDRN-4714730 The complaint Miss L complains that Monument Life Insurance Dac has suspended payment of her open plan protect insurance claim. What happened Miss L holds an open plan protect policy with Monument. This pays benefit in the event of accident or sickness, or unemployment. Miss L ... (2 pages)View decision -
Decision Reference DRN-4755377
24 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4755377 The complaint Mr K and Mrs S complain that Barclays Bank UK PLC wrongly recorded adverse information on their credit files about payments to their buy-to-let mortgage. As a result, they say they lost out on a fixed interest rate deal they had applied for with another lender on ... (5 pages)View decision -
Decision Reference DRN-4671799
24 Apr 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4671799 The complaint Mrs E is unhappy with the decision made by Acasta European Insurance Company Limited (Acasta) following a claim for accidental damage to her sofa. What happened Mrs E purchased leather sofas in March 2020. At the same time she purchased insurance which included ac... (3 pages)View decision -
Decision Reference DRN-4760379
24 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4760379 The complaint Mr L complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after falling victim to a scam. What happened In 2020, Mr L was looking for investment opportunities. He found an investment through a broker, investing with a company I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-4730674
24 Apr 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4730674 The complaint Mr D says NewDay Ltd irresponsibly lent to him. What happened Between January 2021 and March 2023 Mr D took out four credit cards from NewDay. He complained to the lender in December 2023. It upheld his complaint about the last two cards (cards 3 and 4) that it ga... (3 pages)View decision -
Decision Reference DRN-4753488
24 Apr 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4753488 The complaint Mr F complains that The Co-operative Bank Plc did not switch over his account to them which resulted in him losing out on a switcher incentive. What happened Mr F says he opened a current account with Co-op, looking to swich to them his external current account. H... (2 pages)View decision -
Decision Reference DRN-4744436
24 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4744436 The complaint Mr S complains that American Express Services Europe Limited (AESEL) hasn’t refunded a payment he made using his credit card. What happened In July 2021 Mr S purchased some furniture using his AESEL credit card costing £984. In October 2023 Mr S contacted AESEL to... (2 pages)View decision
