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 362715 results
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Decision Reference DRN-4595401
19 Mar 2024 esure Insurance Limited Not upheldInsuranceDRN-4595401 The complaint Mr L has complained about the way esure Insurance Limited handled his request for assistance following a breakdown under his car insurance policy, its refusal to meet a claim and its request for an outstanding premium. Mr L says esure told him to scrap his car. Wh... (3 pages)View decision -
Decision Reference DRN-4470526
19 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4470526 The complaint Mr W complains that Revolut Ltd (“Revolut”) won’t refund around £200,000 he lost to an investment scam beginning in December 2022. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary... (3 pages)View decision -
Decision Reference DRN-4655477
19 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4655477 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank failed to close his account when he requested this. He says that this has impacted on his credit file. What happened Mr M held a credit card account with Tesco Bank. On 15 October 2020 Mr M sent ... (2 pages)View decision -
Decision Reference DRN-4400254
19 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4400254 The complaint Mr M complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like Revolut to refund him the money he has lost. What happened Mr M was seeking employment and was contacted by an individual who ... (3 pages)View decision -
Decision Reference DRN-4550311
19 Mar 2024 National Westminster Bank Plc UpheldMortgagesDRN-4550311 The complaint Ms X is unhappy with how National Westminster Bank Plc (NatWest) has treated her, during a very difficult time and despite her being a vulnerable borrower. She says she has been repeatedly misinformed by NatWest which has caused her considerable worry and concern.... (5 pages)View decision -
Decision Reference DRN-4511135
19 Mar 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4511135 The complaint Mr O complains that American Express Services Europe Limited (AmEx) suspended and then closed his credit card account. What happened Mr O held a credit card account with AmEx. In April 2023 AmEx wrote to Mr O to advise they were reviewing his account and requested... (3 pages)View decision -
Decision Reference DRN-4675410
19 Mar 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4675410 The complaint Mr B complained that Hastings Insurance Services Limited (Hastings) treated him unfairly when administering his car insurance policy. What happened Mr B took out car insurance through Hastings. After a while Hastings asked Mr B for some further information, so the... (2 pages)View decision -
Decision Reference DRN-4692602
19 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4692602 The complaint Mr M complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investments made within his Self-Invested Personal Pension (‘SIPP’). ... (34 pages)View decision -
Decision Reference DRN-4633214
19 Mar 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-4633214 The complaint Mr P has complained about Highway Insurance Company Limited (Highway)’s decision to cancel his motorbike insurance policy. What happened Mr P bought a motorbike insurance policy through a broker. He changed his motorbike and contacted the broker. The broker explai... (3 pages)View decision -
Decision Reference DRN-4568010
19 Mar 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4568010 The complaint Mrs M complains that Tesco Underwriting Limited, who she holds car insurance with, unfairly recorded a fault claim against her What happened Mrs M insures a car with Tesco. A claim was made following a collision between her and a third party who I’ll refer to as T... (2 pages)View decision
