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 380824 results
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Decision Reference DRN-4898033
10 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4898033 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr A has explained that in July 2021 he made a payment of £8... (5 pages)View decision -
Decision Reference DRN-5199977
10 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5199977 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to an impersonation scam. What happened On 15 January 2024, Mr S received a call from someone purporting to be from Revolut. Unfortunately, the caller had spoofed Revolut’s genuine ... (9 pages)View decision -
Decision Reference DRN-5197436
10 Dec 2024 IFG Pensions Limited Not upheldPensions and AnnuitiesDRN-5197436 The complaint Mr W’s complaint concerns transfers to a self-invested personal pension (SIPP) provided by IFG Pensions Limited - at the time trading as Sovereign Pension Services (Sovereign) - and the investments made following that transfer. Mr W is represented by a Claims M... (9 pages)View decision -
Decision Reference DRN-5097362
10 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5097362 The complaint Mrs L complains that Santander UK Plc does not provide online access to her son, Mr L, so he can monitor her credit card account. Mr L holds a power of attorney (POA) for Mrs L and has made this complaint on her behalf. I’ll mostly refer to Mr L for ease of rea... (2 pages)View decision -
Decision Reference DRN-5197199
10 Dec 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5197199 The complaint Mr W complains about the actions Vanquis Bank Limited took when he entered into a repayment plan with it for his credit card account. What happened In October 2023, Mr W got in contact with Vanquis because he could no longer afford to make the minimum repaymen... (5 pages)View decision -
Decision Reference DRN-5164276
10 Dec 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5164276 The complaint Mrs C complains about the quality of a car she has been financing through an agreement with Stellantis Financial Services UK Limited (‘Stellantis’). What happened In August 2023 Mrs C took receipt of a three-year-old car with about 37,500 miles on the clock. Sh... (3 pages)View decision -
Decision Reference DRN-4806907
10 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4806907 The complaint Mr D complains about how Barclays Bank UK PLC trading as Barclaycard (“Barclays”) handled a claim he made in relation to a transaction on his credit card. What happened Mr D purchased storage services through a company I’ll refer to as “P”, using his Barclays’ ... (4 pages)View decision -
Decision Reference DRN-5074586
10 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5074586 The complaint Mr K has complained about the price Royal & Sun Alliance Insurance Limited (“RSA”) has charged for his pet insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: In 2019, Mr K took out a pet insurance pol... (3 pages)View decision -
Decision Reference DRN-5197985
10 Dec 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5197985 The complaint and what happened Mr M has complained about Mitsubishi HC Capital UK PLC, trading as Hitachi Personal Finance’s (‘Mitsubishi’s’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of ... (5 pages)View decision -
Decision Reference DRN-5199250
10 Dec 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5199250 The complaint Mr D has complained about a transfer of his personal pension with Scottish Equitable Plc trading as Aegon to a self invested personal pension (“SIPP”) in early July 2014. Mr D’s SIPP was subsequently used to invest in Dolphin Capital, a loan note investment int... (7 pages)View decision
