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 381196 results
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Decision Reference DRN-5090379
25 Oct 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5090379 The complaint Mr H complains that Nationwide Building Society (Nationwide) failed to make an ISA transfer for him. As a result he says he lost out on interest and potentially a members share dividend. He would like Nationwide to cover his losses. What happened The details o... (2 pages)View decision -
Decision Reference DRN-5106001
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5106001 The complaint Mr A is unhappy that Revolut Ltd (Revolut) won’t refund the money he lost to a third-party scam. What happened Mr A told us he saw a post on social media from someone he knew - promoting an investment opportunity – but unbeknown to him at the time their account... (11 pages)View decision -
Decision Reference DRN-4823320
25 Oct 2024 Donnelly Bros (Honda) Ltd Not upheldConsumer CreditDRN-4823320 The complaint Mr M complains that Donnelly Bros (Honda) Ltd (Donnelly Bros) provided him with wrong information when he entered into a hire purchase agreement to acquire a car from them. What happened In February 2023 Donnelly Bros supplied Mr M with a used car through a hi... (3 pages)View decision -
Decision Reference DRN-5031487
25 Oct 2024 Modulr FS Limited Not upheldBanking and PaymentsDRN-5031487 The complaint Mr A complains that Modulr FS Limited, trading as HyperJar Limited, unfairly blocked his account for a review. What happened Following a payment of £500 into Mr A’s account in April this year, HyperJar contacted Mr A asking for information to prove his entitlem... (3 pages)View decision -
Decision Reference DRN-5106109
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5106109 The complaint Miss M complains that NewDay Ltd trading as Aqua (“Aqua”) irresponsibly provided her with a credit card and limit increases. In bringing her complaint, Miss M is represented by a business that I will refer to as T. What happened In December 2020, Miss M applie... (3 pages)View decision -
Decision Reference DRN-4982017
25 Oct 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4982017 The complaint Ms D complains that Great Lakes Insurance SE declined both her claim against her travel insurance policy and her request for a refund of premium. What happened In summary, in August 2023, Ms D bought a single trip travel insurance policy underwritten by Great ... (3 pages)View decision -
Decision Reference DRN-4839780
25 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4839780 The complaint Mr P has complained that Wise Payments Limited (“Wise”) didn’t return £1,000 back to his bank account. What happened On 31 August 2023, Mr P sent £1,000 to Wise with the intention of transferring the money on to another account. Wise asked Mr P to provide some... (3 pages)View decision -
Decision Reference DRN-5037818
25 Oct 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5037818 The complaint Mr and Mrs M complain about the delay in Legal and General Assurance Society Limited (L&G) settling three claims Mr M made on personal protection insurance policies. What happened The background to this complaint is well-known to both parties. So I’ve simpl... (4 pages)View decision -
Decision Reference DRN-4846490
25 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4846490 The complaint Mr C has complained that Santander UK Plc (“Santander”) hasn’t refunded the money he invested in a company, which I’ll call “H”, that he says he later found out to be a scam. What happened The background of this complaint is already known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-5045191
25 Oct 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5045191 The complaint Miss K has complained that Domestic & General Insurance Plc (D&G) didn’t send her renewal documents for some of her appliance warranties. What happened Miss K had six appliance warranties with D&G. She complained because she said D&G had only s... (2 pages)View decision
