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 246785 results
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Decision Reference DRN-4484778
16 Jan 2024 BW Legal Services Limited Not upheldConsumer CreditDRN-4484778 The complaint Mr S complains that BW Legal service Limited (BW Legal) continued to incorrectly pursue him for a debt even after he disputed it without proving to him it was his debt. What happened Mr S was the victim of fraud back in 2017. There were various fraudulent transact... (3 pages)View decision -
Decision Reference DRN-4263743
16 Jan 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4263743 The complaint Ms W complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Ms W is being represented by a third party. To keep things simple, I will refer to Ms W throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-4460604
16 Jan 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4460604 The complaint Mr L has complained about Accredited Insurance (Europe) Ltd. He isn’t happy about the way it dealt with a claim under his motor insurance policy. For ease of reading any reference to Accredited includes its agents. What happened Mr L was involved in an accident an... (2 pages)View decision -
Decision Reference DRN-4558221
16 Jan 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4558221 The complaint Mr M complains that American Express Services Europe Limited (AESEL) has provided him with poor service on a number of occasions. What happened Mr M says AESEL has provided him poor customer service on a number of occasions including his queries about his AESEL ca... (3 pages)View decision -
Decision Reference DRN-4504770
16 Jan 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4504770 The complaint Mr B is unhappy with the service he received from Inter Partner Assistance SA when he made a claim on his travel insurance policy. Mr B is represented but I’ll refer to all representations as made by him. What happened Mr B was on holiday with his wife, the late M... (3 pages)View decision -
Decision Reference DRN-4097027
16 Jan 2024 Link Financial Investments Limited Not upheldInvestmentsDRN-4097027 The complaint Mr R and the estate of Mrs R complain that Link Financial Investments Limited sold the assets held in an Individual Savings Account (ISA) without authorisation and insisted that the funds be payable to an executor of the estate of Mrs R. Mr R and the estate of Mrs... (3 pages)View decision -
Decision Reference DRN-4265987
16 Jan 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4265987 The complaint Mr and Mrs E complain about errors and delays by Barclays Bank UK PLC when they tried to port their fixed rate mortgage product to a new property. What happened Mr and Mrs E had a mortgage and a mortgage product with Barclays. The mortgage was for £300,000.00 with... (3 pages)View decision -
Decision Reference DRN-4541676
16 Jan 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4541676 The complaint Mr P complains about the quality of goods he bought with a fixed sum loan from Secure Trust Bank Plc trading as V12 Retail Finance Limited (V12) and he’s unhappy with V12’s response to a claim he raised under section 75 of the Consumer Credit Act 1974 (CCA). What ... (4 pages)View decision -
Decision Reference DRN-4331182
16 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4331182 The complaint Mr A complains NewDay Ltd incorrectly charged him interest. What happened Mr A had a credit card with NewDay and a 0% interest balance transfer and a 0% interest money transfer deal on the card. The balance transfer deal was older and expiring before the money tra... (3 pages)View decision -
Decision Reference DRN-4488493
16 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4488493 The complaint Mr A is unhappy about the service he has received from Santander UK Plc (“Santander”). In particular the time it takes for him to receive his bank statements and he believes Santander’s automated phone system is slowing down access to his account. What happened Mr... (3 pages)View decision
