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 369227 results
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Decision Reference DRN-5512653
29 Apr 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5512653 The complaint Mrs M complains that Vanquis Bank Limited have irresponsibly lent to her. Mrs M is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs M herself. Wha... (5 pages)View decision -
Decision Reference DRN-5374370
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5374370 The complaint Mr O complains that Barclays Bank UK PLC failed to accurately carry out his instructions to set up a third-party authority on his sole accounts only. In error, the authority also included Mr O’s two joint accounts. What happened Mr O went to a branch of Barcla... (3 pages)View decision -
Decision Reference DRN-5463367
29 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5463367 The complaint Mr and Mrs J complain about HSBC UK Bank Plc debiting their account in error and the subsequent service they received. What happened The circumstances of this complaint are not in dispute, so I won’t repeat all the details here. But in summary, Mr and Mrs J w... (3 pages)View decision -
Decision Reference DRN-5361417
29 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5361417 The complaint Mr S’s representative has complained, on his behalf, about the delays incurred by Phoenix Life Limited in providing requested information, and that this led to a delay in Mr S transferring his pension funds to Prudential. What happened On 18 October 2023, Mr S’... (8 pages)View decision -
Decision Reference DRN-5316427
29 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5316427 The complaint Mr F complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. Mr F says that in 2023 he was looking online for investment opportu... (6 pages)View decision -
Decision Reference DRN-5261116
29 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5261116 The complaint Mr H complains about the quality of a car he has been financing through an agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (who I’ll call ‘Alphera’). What happened Mr H took receipt of a used car on 14 March 2024. The c... (4 pages)View decision -
Decision Reference DRN-4909935
29 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4909935 The complaint Miss K complains that American Express Services Europe Limited (Amex) failed to refund her for an unsatisfactory hotel stay through its disputes process. What happened Miss K paid for a hotel stay in September 2023 for £340.68 using her Amex credit card. She s... (3 pages)View decision -
Decision Reference DRN-5314611
29 Apr 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5314611 The complaint Mr K complains that Moneybarn No 1 Limited gave him conflicting information about the amount required to settle his agreement. What happened In November 2023 Mr K was supplied with a car and entered into a conditional sale agreement with Moneybarn. In February ... (2 pages)View decision -
Decision Reference DRN-5512002
29 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5512002 The complaint Mrs F and Mr F complain about Aviva Insurance Limited (“Aviva”) and the service provided to them after they made a claim on their home insurance policy. Mrs F and Mr F also complain about the cash settlement paid by Aviva. Mrs F has acted as the main representa... (6 pages)View decision -
Decision Reference DRN-5477960
29 Apr 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5477960 The complaint Mr K has complained about the handling of an unemployment claim by AmTrust Specialty Limited. What happened The background to this complaint is well known to the parties. In summary Mr K has an income protection policy with AmTrust. Benefit is paid after a wait... (3 pages)View decision
