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-5266158
27 Mar 2025 Hunter Mills Limited Not upheldPensions and AnnuitiesDRN-5266158 The complaint Mr H complains about the advice he was given by Hunter Mills Limited in 2021 to transfer his personal pension to a new pension provider. He considers the advice was unsuitable and he’s lost out financially. What happened Mr H’s complaint was considered by one o... (2 pages)View decision -
Decision Reference DRN-5377510
27 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5377510 The complaint Miss L complains that UK Insurance Limited (UKI) cancelled her motor insurance policy and that it hasn’t applied her No Claims Discount (NCD) at her policy renewals. What happened Miss L called UKI to defer a month’s direct debit payment and UKI said it would ... (2 pages)View decision -
Decision Reference DRN-5408551
27 Mar 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5408551 The complaint Ms W complains that FirstRand Bank Limited trading as Motonovo Finance (“Motonovo”) didn’t carry out any checks into her financial circumstances when it agreed to lend to her. Ms W is also unhappy about the interest rate she received. What happened In July 201... (5 pages)View decision -
Decision Reference DRN-4790433
27 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4790433 The complaint Mr S complains about the decision taken by American Express Services Europe Limited (AESEL) to decline his claim for compensation for what he says was a failed remap, or a poor remap, of his car. What happened In December 2022, Mr S had his car remapped, to en... (5 pages)View decision -
Decision Reference DRN-4895461
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4895461 The complaint Mr O complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened Mr O tells us that he f... (4 pages)View decision -
Decision Reference DRN-5366158
27 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5366158 The complaint Ms W complains that Vanquis Bank Limited irresponsibly lent to her. Ms W is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms W herself. What happen... (3 pages)View decision -
Decision Reference DRN-5380857
27 Mar 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5380857 The complaint Mr B complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved his credit card application. What happened Mr B applied for a credit card with 118 118 Money in February 2021. In his application, Mr B said he was employed ... (3 pages)View decision -
Decision Reference DRN-5426035
27 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5426035 The complaint Mrs G complains about Advantage Insurance Company Limited (Advantage) decision to cancel her motor insurance policy after her named driver was involved in a road traffic accident and was subsequently breathalysed and found to be over the prescribed legal alcoho... (3 pages)View decision -
Decision Reference DRN-4771055
27 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4771055 The complaint Mr H complains that Capital One (Europe) plc won’t refund the money he lost to a scam. Mr H has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr H througho... (5 pages)View decision -
Decision Reference DRN-5367816
27 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5367816 The complaint Ms L complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) delayed a payment by performing checks on it. What happened In August 2024, Ms L wanted to make a transfer between two accounts she held with Chase, but the payment wasn’t made. She spoke... (3 pages)View decision
