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
-
Decision Reference DRN-5218280
15 Apr 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5218280 The complaint Miss B complains that ReAssure Limited failed to process a withdrawal from her pension savings in a timely manner. What happened Miss B holds pension savings with ReAssure. In May 2024 Miss B made an online request for the withdrawal of £1,000. She tells us tha... (3 pages)View decision -
Decision Reference DRN-5409676
15 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-5409676 The complaint Mr Y has complained about his car insurer Covea Insurance plc. Mr Y is unhappy about a number of aspects of Covea’s claim handling, as well as the valuation it applied to his car when it was damaged beyond repair in a “hit and run” incident. What happened Mr Y... (4 pages)View decision -
Decision Reference DRN-5460664
15 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5460664 The complaint Mr D complains that Barclays Bank UK PLC allowed him to go overdrawn due to the widespread systems issues it was experiencing. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus mainly on g... (2 pages)View decision -
Decision Reference DRN-5032597
15 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5032597 The complaint Mr R complains about Santander UK Plc. He says that it failed to protect him from a scam and would like it to refund him the money he has lost. Mr R’s complaint has been referred to this service by a professional representative, but for the sake of readability,... (4 pages)View decision -
Decision Reference DRN-5205314
15 Apr 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5205314 The complaint Mr C complains about the quality of a car he financed with Mercedes-Benz Financial Services UK Limited (‘MBFS’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role re... (3 pages)View decision -
Decision Reference DRN-5486850
15 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5486850 The complaint Mr S is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to a cryptocurrency investment scam after responding to an online advertisement f... (4 pages)View decision -
Decision Reference DRN-5179505
15 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5179505 The complaint Mr S is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to a cryptocurrency investment scam after responding to an online advertisement f... (4 pages)View decision -
Decision Reference DRN-5085924
15 Apr 2025 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-5085924 The complaint Miss W complains that Interactive Brokers (U.K.) Limited (‘IBUK’) liquidated a share in her ISA without her authority. What happened On 8 April 2024 Miss W opened a stocks and shares ISA provided by IBUK. IBUK said that on 2 August 2024 it sent Miss W an email ... (5 pages)View decision -
Decision Reference DRN-5442636
15 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5442636 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr G was approved for a Virgin Money credit card in August 2022 with a £5,000 credit limit. I will refer to this card as A in this decision. Mr G was approv... (3 pages)View decision -
Decision Reference DRN-4943123
15 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4943123 The complaint Mr I complains that Lloyds Bank PLC did not reimburse the funds he says he lost to a scam. What happened Mr I says he was contacted on a social media site by an individual who said he worked for an investment company. Mr I says the individual showed him his onl... (2 pages)View decision
