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 380824 results
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Decision Reference DRN-5103420
25 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5103420 The complaint Mr H is unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) after Admiral was informed about an incident Mr H was involved in. What happened Mr H contacted Admiral to make a claim following an incident involving his car in Apri... (4 pages)View decision -
Decision Reference DRN-5105712
25 Oct 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-5105712 The complaint Mrs D complains about the quality of a car supplied on hire purchase by Oodle Financial Services Limited trading as Oodle Car Finance (‘Oodle’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise t... (7 pages)View decision -
Decision Reference DRN-4901988
25 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4901988 The complaint Mr A complains Revolut Ltd didn’t do enough to protect him when he was the victim of an investment scam. What happened Mr A has an account with Revolut which he opened in 2022. His account is now closed. Mr A says he saw an advert on a well-known social media p... (3 pages)View decision -
Decision Reference DRN-4452859
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4452859 The complaint Mr L is unhappy Revolut Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, I understand it ... (3 pages)View decision -
Decision Reference DRN-5033528
25 Oct 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-5033528 The complaint Miss V complains that Advantage Finance Ltd (“Advantage”) gave her a hire purchase agreement without carrying out a sufficient affordability assessment. Miss V also says that her mental health wasn’t considered at the time the agreement was entered into. What... (4 pages)View decision -
Decision Reference DRN-5082674
25 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5082674 The complaint Ms K, who represents the estate of X, complains that Santander UK Plc allowed a third party to access funds in X’s account. What happened X had a number of accounts with Santander. One of them was held jointly with a third party, who I’ll call Y. X died. Anothe... (3 pages)View decision -
Decision Reference DRN-4808998
25 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4808998 The complaint Mr M complains that Wise Payments Limited closed his account. He’d like the account reactivated to allow transactions for his business. What happened Mr M had an account with Wise. He explained this was set up to support his business as a web developer. However... (2 pages)View decision -
Decision Reference DRN-5106021
25 Oct 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5106021 The complaint Mr U has made a wide ranging complaint about the actions of TSB Bank Plc. Briefly, he complains that its customer service was poor, that it failed to pay him a promised switch bonus, that it discriminated against him, and that it unfairly told him that it inten... (3 pages)View decision -
Decision Reference DRN-4808755
25 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4808755 The complaint Mr B and Mrs W have complained that Shawbrook Bank Limited (“Shawbrook”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under s.140A of the Consumer Credit Act 1974 (“CCA”) and (2) deciding against paying a claim u... (4 pages)View decision -
Decision Reference DRN-4886155
25 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4886155 The complaint Mr S complains Santander UK plc (Santander) took too long to refund money taken fraudulently from his bank account. What happened The background facts are well known to both parties, so I will only cover these briefly. All parties agree funds were fraudulen... (3 pages)View decision
