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-5033342
20 Sep 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5033342 The complaint Mr H1 and his son Mr H2 complain about the delays caused by Aviva Life & Pensions UK Limited in assigning and withdrawing two bonds between June 2022 and November 2022. To put things right, they’d like compensation for the loss of value of the bonds caused... (8 pages)View decision -
Decision Reference DRN-5033053
20 Sep 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5033053 The complaint Miss B complains about a vehicle supplied to her under a hire-purchase agreement with CA Auto Finance UK Ltd. Background I recently issued my provisional conclusions setting out the events leading up to this complaint, and how I thought it should be resolved. I... (4 pages)View decision -
Decision Reference DRN-4530204
20 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4530204 The complaint Mr P complains that Revolut Lt did not refund a series of transactions he lost to a scam. What happened Mr P was approached by a recruiter and offered a remote, flexible job he could do in his spare time. He checked the website and it appeared to be professiona... (3 pages)View decision -
Decision Reference DRN-4610609
20 Sep 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4610609 The complaint Mr F has complained about a transfer of his Phoenix Life Limited (Phoenix) personal pension to an occupational scheme in 2013. Mr F’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed i... (5 pages)View decision -
Decision Reference DRN-5033243
20 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5033243 The complaint Mr C complains that Revolut Ltd treated him unfairly as his card was withheld by an ATM whilst he was abroad leaving him with no money and when he returned to the UK, the bank then closed his account. What happened Mr C held a current account with Revolut. At ... (3 pages)View decision -
Decision Reference DRN-4939623
20 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4939623 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5006733
20 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5006733 The complaint Mr K complained that Barclays Bank UK PLC appointed a receiver because of arrears on his Buy To Let (“BTL”) mortgage with it. But he said he got no notice of this, and he’d tried to pay the arrears. He thought Barclays’ actions were illegal. What happened Mr K ... (4 pages)View decision -
Decision Reference DRN-5000035
20 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5000035 The complaint Mr and Mrs H complain that they weren’t allowed to port their mortgage with Barclays Bank UK PLC to a property they already owned, when they sold their old home and redeemed the mortgage, then shortly after bought their new property without a mortgage. What hap... (3 pages)View decision -
Decision Reference DRN-4919909
20 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4919909 The complaint Ms S complains about the delays when she claimed on her home insurance policy with Aviva Insurance Limited following an escape of water. What happened Ms S said she was away from home and returned on 19 December 2022. When she returned home, she discovered a le... (2 pages)View decision -
Decision Reference DRN-5008374
20 Sep 2024 Markel International Insurance Company Limited UpheldInsuranceDRN-5008374 The complaint P, a limited company, complains Markel International Insurance Company Limited turned down a claim it made on its business protection insurance policy. What happened P provides residential care services. In March 2023 there was a fire at a property it rented. A... (5 pages)View decision
