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 391431 results
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Decision Reference DRN-4872049
6 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4872049 The complaint Ms P was a customer of Revolut Ltd (“Revolut”). Ms P’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Ms P is represented by Refundee in this matter. However, where appropriate, I will refer to Ms P solely in this ... (5 pages)View decision -
Decision Reference DRN-5378468
6 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5378468 The complaint The estate of Mrs S is bringing a complaint on behalf of the late Mrs S. The estate is unhappy with Clydesdale Bank Plc trading as Virgin Money. The complaint has in more recent times been dealt with by representatives Mrs and Mr K so for ease I will refer to ... (4 pages)View decision -
Decision Reference DRN-5376390
6 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5376390 The complaint Mr M complains that Motability Operations Limited, trading as Motability Operations (‘MOL’), will not allow him to buy the car that is the subject of his hire agreement with them. When I refer to what Mr M and MOL have said or done, it should also be taken to ... (5 pages)View decision -
Decision Reference DRN-5334636
6 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5334636 The complaint Miss A complains that NatWest Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. What happened Miss A had an account with NatWest. On 5 December 2023, three payments totalling just over £2,100 were paid into Miss A’s account... (4 pages)View decision -
Decision Reference DRN-5378327
6 Mar 2025 DP Pensions Limited UpheldPensions and AnnuitiesDRN-5378327 The complaint Mr L has a self-invested personal pension (SIPP) with DP Pensions Limited. In 2010 he invested in property-based investments with Harlequin Property. Mr L says DP Pensions failed to carry out appropriate checks on the Harlequin investments before making them ... (27 pages)View decision -
Decision Reference DRN-5217240
6 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5217240 The complaint The estate of Mrs M has complained about Legal and General Assurance Society Limited’s handling a decline of a claim made in respect of Mrs M. What happened The background to this matter is well known to the parties so I won’t detail it here. In summary Mrs M h... (3 pages)View decision -
Decision Reference DRN-5377931
6 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5377931 The complaint Mr C complains about the service he received from Vanquis Bank Limited in relation to a credit card account he had with it. What happened Mr C contacted Vanquis on 3 August 2024 to discuss his credit card account. He complains that he was asked security questi... (2 pages)View decision -
Decision Reference DRN-5335539
6 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5335539 The complaint Mr A and Mrs K complain that Watford Insurance Company Europe Limited refused cover on a claim made on their car insurance policy What happened In September 2022, Mr A and Mrs K took out car insurance policy with Watford. Mr A was a named driver on that policy ... (3 pages)View decision -
Decision Reference DRN-5365862
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5365862 The complaint Mr C complains that National Westminster Bank Plc (NatWest) won’t refund money he says he lost to an investment scam. What happened In 2017, Mr C invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. In September 2020, he made a furth... (7 pages)View decision -
Decision Reference DRN-5334179
6 Mar 2025 American International Group UK Limited Not upheldInsuranceDRN-5334179 The complaint Mr A has complained about the poor service he received and poor quality of replacement phones sent by AMERICAN INTERNATIONAL GROUP UK LIMITED trading as AIG UK- (AIG) when he made a claim under his gadget insurance policy. What happened The background is well k... (2 pages)View decision