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-4629729
22 Mar 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4629729 The complaint Miss W has complained about the service she received from AA Underwriting Insurance Company Limited following a claim under her motor policy as a result of an accident. What happened Miss W was involved in an accident in November 2022. She didn’t cause the acciden... (3 pages)View decision -
Decision Reference DRN-4374507
22 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4374507 The complaint Mr W complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr W has previously been represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The background ... (4 pages)View decision -
Decision Reference DRN-4701597
22 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4701597 The complaint Mr H complains that AXA Insurance UK Plc declined a claim he made under his home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for the acti... (5 pages)View decision -
Decision Reference DRN-4693117
22 Mar 2024 Liberty Mutual Insurance Europe SE UpheldInsuranceDRN-4693117 The complaint W, a limited company in liquidation, complains that Liberty Mutual Insurance Europe SE (“Liberty Mutual”) would not agree to deal with claims on its professional indemnity policy. The complaint was brought to us on behalf of W by the liquidator, which I’ll refer t... (6 pages)View decision -
Decision Reference DRN-4701355
22 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4701355 The complaint Ms C complains that Revolut Ltd hasn’t protected her from losing money she paid to one of Revolut’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, M... (2 pages)View decision -
Decision Reference DRN-4657241
22 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4657241 The complaint Miss T complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened In March 2021 Miss T applied for a credit card with Virgin Money. In the application, Miss T said she was employed with... (3 pages)View decision -
Decision Reference DRN-4277489
22 Mar 2024 AIB Group (UK) Plc Not upheldBanking and PaymentsDRN-4277489 The complaint Mr K complains AIB Group (UK) Plc, trading as AIB (NI), unfairly closed his bank account and have discriminated against him due to his age. To keep matters simple, I will refer to “AIB” in the rest of the decision. What happened In November 2022, AIB asked Mr K ab... (3 pages)View decision -
Decision Reference DRN-4701429
22 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4701429 The complaint Ms C complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms C has explained that in March 2023 she made thre... (5 pages)View decision -
Decision Reference DRN-4454435
22 Mar 2024 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-4454435 The complaint P complains that State Bank Of India (UK) Limited (SBI) is refusing to refund the amount it lost as the result of a scam. P is being represented by a third party. To keep things simple, I will refer to P throughout my decision. What happened P was established as a... (3 pages)View decision -
Decision Reference DRN-4666787
22 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4666787 The complaint Mr R complains that TSB Bank plc has refused to refund all the fees that have been charged over the years for a packaged bank account held by Mr and Mrs M. Mr R brings this complaint on behalf of Mrs M and the late-Mr M’s estate. What happened The circumstances th... (3 pages)View decision
