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 364862 results
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Decision Reference DRN-4313542
9 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4313542 The complaint Mr L complains about the poor quality of repairs to his vehicle by his insurer AXA Insurance UK Plc following a claim against his car insurance policy. What happened Mr L’s car was sent for repairs by his insurer AXA Insurance UK Plc (AXA) after he was involved in... (3 pages)View decision -
Decision Reference DRN-4575863
9 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4575863 The complaint Mr P has complained about Liverpool Victoria Insurance Company Limited (LV). He isn’t happy about the valuation of his car after a claim under his motor insurance policy and that he wasn’t allowed to retain the car after it was written off. What happened Mr P made... (3 pages)View decision -
Decision Reference DRN-4611199
9 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4611199 The complaint Mr B complains that HSBC UK Bank Plc didn't apply the exchange rate he had been advised of when he transferred euros into his global money account. What happened On 31 August 2023 Mr B, through a webchat with HSBC, enquired about receiving a euro currency tra... (3 pages)View decision -
Decision Reference DRN-4612299
9 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4612299 The complaint Mrs R and Mr R are unhappy that TSB Bank plc considered them to owe £40 on an outstanding balance which they felt that had paid off in full. What happened To briefly summarise: TSB transferred an outstanding balance owed by Mrs R and Mr R to a debt recovery agency... (2 pages)View decision -
Decision Reference DRN-4401696
9 Feb 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-4401696 The complaint Mr A complains that Admiral Financial Services Limited (“Admiral Money”) failed to remove a default marker from his credit file despite telling him it would. What happened Mr A took a loan with Admiral Money in October 2021. Some months later Mr A found himself in... (4 pages)View decision -
Decision Reference DRN-4511657
9 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4511657 The complaint Mrs F complains that Revolut Ltd did not refund a series of payments she lost as part of a scam. What happened Mrs F was looking for some part time work while recovering from an illness. She located a task-based job where she had to complete five tasks and would e... (3 pages)View decision -
Decision Reference DRN-4340787
9 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4340787 The complaint Mrs H complains about service from Bank of Scotland plc trading as Halifax (Halifax) in connection with her sons’ savings accounts. What happened Mrs H has three sons. They all have the same first name initial – ‘A’. They were born in July 2005, July 2007 and Aug... (3 pages)View decision -
Decision Reference DRN-4424640
9 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4424640 The complaint Mr O complains that Bank of Scotland plc, trading as Halifax, debited two identical payments from the same merchant. He says the second was requested in error and Halifax’s communication with him was confusing. What happened The details of this complaint are well ... (2 pages)View decision -
Decision Reference DRN-4353948
9 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4353948 The complaint Ms M is unhappy that Revolut Ltd didn’t intervene in payments she made, after falling victim to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Ms M was looking for ... (3 pages)View decision -
Decision Reference DRN-4455877
9 Feb 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4455877 The complaint Mr B says that Madison CF UK Limited trading as 118 118 Money (“Madison”) lent to him irresponsibly when he was granted two personal loans. What happened Mr B applied for a £4,000 loan from Madison on 11 April 2021 (“Loan 1”). It had a term of 36 months, and it wa... (8 pages)View decision
