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-5394006
14 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5394006 The complaint Mr H complains that National Westminster Bank Plc (NWB) blocked his card whilst he was abroad. What happened Mr H holds a debit card with NWB. In October 2024 Mr H told NWB that he would be going abroad In November and using his card. On 3 November 2024 Mr H wa... (2 pages)View decision -
Decision Reference DRN-5469429
14 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5469429 The complaint Mr H feels that American Express Service Europe Limited (“AmEx”) have falsely advertised a product feature to him. What happened In December 2024, Mr H complained to AmEx because he felt that they had falsely advertised an optional feature, called ‘Plan It’ tha... (2 pages)View decision -
Decision Reference DRN-5204778
14 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5204778 The complaint Mr Z complains that Revolut Ltd didn’t credit his account with money he transferred to it. What happened Mr Z says he transferred $1,939 into his Revolut account on 6 May 2024. He says the money didn’t arrive in his account and has no idea where it is. Mr Z wou... (2 pages)View decision -
Decision Reference DRN-5289404
14 Apr 2025 Ascot Lloyd Limited Not upheldPensions and AnnuitiesDRN-5289404 The complaint Mr S complains that Ascot Lloyd failed to make him aware that a Lifetime Allowance (LTA) test would be carried out on his unused pension savings at age 75. He says this prevented him from taking action to understand the tax implications and reduce his tax liabi... (5 pages)View decision -
Decision Reference DRN-5483902
14 Apr 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5483902 The complaint Mr M complains that AmTrust Specialty Limited declined a claim he made on his caravan insurance policy. At the time of the events Mr M complains of, AmTrust Speciality Limited were known under its previous registered company name Amtrust Europe Limited. For cl... (4 pages)View decision -
Decision Reference DRN-5283306
14 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5283306 The complaint Mr L is unhappy with the service he received when he applied for a new account with Metro Bank PLC. Mr L has said that the bank discriminated against him due to his place of birth. What happened The details of this complaint are well known by both parties, so ... (4 pages)View decision -
Decision Reference DRN-5324224
14 Apr 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5324224 The complaint Mr R complains that Oodle Financial Services Limited trading as Oodle Car Finance unfairly reported adverse information to his credit file following a voluntary termination of a credit agreement. What happened In August 2021 Mr R entered into a five-year hire p... (3 pages)View decision -
Decision Reference DRN-5379226
14 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5379226 The complaint Mr W complains about Stellantis Financial Services UK Limited mishandling a monthly payment in respect of a conditional sale agreement which led to him being overdrawn. What happened Mr W has had a conditional sale agreement with Stellantis since October 2021. ... (2 pages)View decision -
Decision Reference DRN-5391960
14 Apr 2025 MS Amlin Insurance SE Not upheldInsuranceDRN-5391960 The complaint Ms H and Mr S complain that MS Amlin Insurance SE unfairly declined a claim they made under their marine insurance policy. MS Amlin is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As MS Amlin has ac... (5 pages)View decision -
Decision Reference DRN-5483361
14 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5483361 The complaint Mr G complains that Revolut Ltd won’t reimburse him after he fell victim to a scam. What happened On 25 March 2025, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments before I is... (6 pages)View decision
