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 364862 results
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Decision Reference DRN-4520007
24 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4520007 The complaint Mr B complains that Revolut Ltd did not refund two transactions he lost to a scam. What happened Both parties are aware of the circumstances surrounding the complaint, so I won’t repeat them again in detail here. In summary, Mr B found an organisation online that ... (3 pages)View decision -
Decision Reference DRN-4626868
24 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4626868 The complaint Mr A is unhappy with the service Advantage Insurance Company Limited (Advantage) provided when he made a claim under his motor insurance policy. What happened Mr A’s vehicle was stolen so he made a claim under his motor insurance policy. He had some concerns with ... (4 pages)View decision -
Decision Reference DRN-4761263
24 Apr 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4761263 The complaint C, a limited company, complains that Starling Bank Limited (“Starling”) won’t refund money its director lost to a scam. C is represented by one of its directors - Mr R. What happened The detailed background to this complaint is well known to both parties. So, I’ll... (3 pages)View decision -
Decision Reference DRN-4653894
24 Apr 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4653894 The complaint Mr O complains that Watford Insurance Company Europe Limited discriminated against him when it cancelled his motor insurance policy. Where I refer to Watford, this includes the actions of its agents and claims handlers for which it takes responsibility. What happe... (3 pages)View decision -
Decision Reference DRN-4396755
24 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4396755 The complaint Mr E complains that American Express Services Europe Limited (AESEL) (‘AMEX’) closed his two accounts with it. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will ... (2 pages)View decision -
Decision Reference DRN-4737365
24 Apr 2024 Friends Capital Limited Not upheldInsuranceDRN-4737365 The complaint Mr R and the estate of Mrs L complain that Friends Capital Limited gave incorrect advice when setting up a life insurance policy. What happened In 2018 Mrs L and Mr R, who were partners at the time, spoke with Friends Capital about setting up life insurance polici... (3 pages)View decision -
Decision Reference DRN-4536048
24 Apr 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4536048 The complaint Mx W complains that JP Morgan Europe Limited (trading as “Chase”) hasn’t properly investigated or refunded transactions made on their debit card after they reported it had been stolen. What happened Mx W holds a bank account with Chase and reported their debit car... (2 pages)View decision -
Decision Reference DRN-4719516
24 Apr 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4719516 The complaint Mr S is unhappy that Great Lakes Insurance SE declined a claim he made on his travel insurance policy. What happened Mr S went on holiday. His baggage was delayed for six days. When it did arrive there was a tear in the bag and there were items missing. Mr S claim... (2 pages)View decision -
Decision Reference DRN-4760825
24 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4760825 The complaint Mr D has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (‘Options’, formerly Carey Pensions UK LLP). Mr D transferred his existing personal pension to the SIPP to invest in a property-based investment scheme in Cape Verde and a corpo... (25 pages)View decision -
Decision Reference DRN-4760521
24 Apr 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4760521 The complaint Mr T complains that National Westminster Bank Plc (NatWest) is holding him liable for a loan he says was taken out fraudulently. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. But I’ve summarised ... (4 pages)View decision
