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 361839 results
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Decision Reference DRN-5391158
24 Mar 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5391158 The complaint Miss S, through a representative, says Loans 2 Go Ltd irresponsibly lent to her. What happened Miss S took out two loans from Loans 2 Go as set out below: loan taken out repaid value term monthly repayment 1 Jan-20 Jul-20 £1,000 18 months £228.56 2 Dec-20 Mar-2... (3 pages)View decision -
Decision Reference DRN-5390853
24 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5390853 The complaint Mrs P complains that HSBC UK Bank Plc (HSBC)’s online international payment process is unclear and unfit for purpose and that this caused her to incorrectly convert outgoing payments from EUR to GBP, causing her financial loss. In particular, that: Mrs P ass... (2 pages)View decision -
Decision Reference DRN-5307491
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5307491 The complaint Mr B is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but for ease of I’ll only refer to Mr B in the decision. What happened The detailed background to this complaint is... (4 pages)View decision -
Decision Reference DRN-5341171
24 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5341171 The complaint Mr T has complained, with the help of his representatives, about a transfer of his ReAssure Limited (‘ReAssure’) personal pension to a small self-administered scheme (SSAS) in December 2014. Mr T’s SSAS was subsequently used to invest in a fractional ownership ... (10 pages)View decision -
Decision Reference DRN-5408444
24 Mar 2025 Citibank UK Limited Not upheldBanking and PaymentsDRN-5408444 The complaint Mr D complains Citibank UK Limited (“Citibank”) restricted his account and refuses to return the funds held to him despite previously informing him it was closing his accounts as part of its broader plan to close retail bank accounts in the UK. What happened Th... (3 pages)View decision -
Decision Reference DRN-4949810
24 Mar 2025 AXA XL Insurance Company UK Limited Not upheldInsuranceDRN-4949810 The complaint Mr and Mrs J have complained about AXA XL Insurance Company UK Limited’s (AXA) handling of, and decision to decline, a claim they made on their New Home Warranty. What happened There has been extensive background to this complaint as the claim and complaint hav... (6 pages)View decision -
Decision Reference DRN-5416970
24 Mar 2025 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-5416970 The complaint Mr M complains that Guardian Financial Services Limited, an appointed representative of Scottish Friendly Assurance Society Limited, failed to properly carry out the annual indexation on his family income benefit policy. What happened In 2019 Mr M took out an i... (4 pages)View decision -
Decision Reference DRN-5366039
24 Mar 2025 BISL Limited UpheldInsuranceDRN-5366039 The complaint Ms B complains about BISL Limited (“BISL”) and their referral of her claim to credit hire and repair services. What happened The claim and complaint circumstances are well known to both parties. So I don’t intend to list them chronologically in detail. But to s... (3 pages)View decision -
Decision Reference DRN-5391835
24 Mar 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5391835 The complaint Miss R complains that Capital One (Europe) plc (‘Capital One’) mishandled her request to recall a balance transfer when she made a mistake. Miss R wants her balance transfer to be recalled as she’s out of pocket by £900. What happened Miss R opened a new cred... (5 pages)View decision -
Decision Reference DRN-5321545
24 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5321545 The complaint Mrs B complains about how her insurer, UK Insurance trading as Churchill Insurance (UKI) dealt with a number of claims made under her car insurance policy. What happened Mrs B held a car insurance policy underwritten by UKI. In 2022 UKI were notified of two se... (4 pages)View decision
