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-4851914
20 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4851914 The complaint Mr C complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr C 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 professional, ... (4 pages)View decision -
Decision Reference DRN-5023571
20 Sep 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5023571 The complaint Mr S is unhappy Red Sands Insurance Company (Europe) Limited turned down a claim he made on his pet insurance policy. What happened In September 2023 Mr S’s vet submitted a claim to Red Sands following the investigation of a mass on his cat. A basal cell tumour... (3 pages)View decision -
Decision Reference DRN-5017835
20 Sep 2024 Wakam UpheldInsuranceDRN-5017835 The complaint Mr I complains that Wakam haven’t repaired his car following an accident with another driver. He’s also unhappy the premium for his commercial car insurance policy has increased multiple times. What happened Mr I purchased a 30 day commercial car insurance pol... (3 pages)View decision -
Decision Reference DRN-4951538
20 Sep 2024 James Hallam Limited Not upheldInsuranceDRN-4951538 The complaint Mr A complains about what James Hallam Limited (JHL) did in relation to a clinical negligence claim following the final response it issued on his previous complaint. What happened JHL are the brokers for the insurance scheme provided by Mr A’s professional body... (3 pages)View decision -
Decision Reference DRN-4907146
20 Sep 2024 James Hallam Limited Not upheldInsuranceDRN-4907146 The complaint Mr A complains about what James Hallam Limited (JHL) did after he notified it of a clinical negligence claim against him. What happened JHL are the brokers for the insurance scheme provided by Mr A’s professional body. In July 2023 Mr A contacted JHL as he’d be... (2 pages)View decision -
Decision Reference DRN-5031018
20 Sep 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5031018 The complaint Miss F complaints that The Royal Bank of Scotland Plc recommended a mortgage that was unsuitable for her. What happened Miss F has a mortgage with RBS. The mortgage was in arrears and Miss F was paying the standard variable rate (SVR). In December 2022, RBS gav... (8 pages)View decision -
Decision Reference DRN-5019593
20 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5019593 The complaint Mr M is unhappy with emails sent by HSBC UK Bank Plc and the way it handled his enquiries about this. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr M has a... (3 pages)View decision -
Decision Reference DRN-4675147
20 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4675147 The complaint Mr K complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In June 2023, Mr K met a woman on a dating website. They started talking, first through the website and then through an instant messaging service. An... (4 pages)View decision -
Decision Reference DRN-4841404
20 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4841404 The complaint Ms P complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In October 2023, Ms P received a phone call from someone who said they worked for Revolut and had noticed a suspicious transaction on her account. ... (3 pages)View decision -
Decision Reference DRN-4902039
20 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4902039 The complaint Mr K complains that Bank of Scotland plc trading as Halifax hasn’t done enough to assist him in recovering money he paid to a third party “P” using his credit card. What happened Mr K bought garden landscaping goods from P, a trader. In total he paid £3,640 us... (3 pages)View decision
