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 363925 results
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Decision Reference DRN-5445987
7 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5445987 The complaint Mr P has complained that Barclays Bank UK PLC, trading as Barclaycard, unfairly suspended his credit card account. What happened Mr P has three accounts, but this complaint relates to the credit card account that our investigator specified in her correspondence... (2 pages)View decision -
Decision Reference DRN-5462687
7 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-5462687 The complaint S, a limited company, complains about the way Covea Insurance plc handled a claim it made on its commercial property insurance policy following a theft. S is being represented in bringing the complaint by Mrs S, a director of S. Any reference to S includes com... (7 pages)View decision -
Decision Reference DRN-5462543
7 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5462543 The complaint Mr S complains that Revolut Ltd won’t reimburse him after he fell victim to an impersonation scam. What happened On 19 March 2025, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and argume... (11 pages)View decision -
Decision Reference DRN-4960173
7 Apr 2025 Phoenix Life Limited Not upheldInsuranceDRN-4960173 The complaint Mr P complains that Phoenix Life Limited provided him with incorrect surrender values for his with-profits life and critical illness policy, ignored his telephone calls and fabricated policy statements. What happened Mr P purchased an Early Option Mortgage Plan... (3 pages)View decision -
Decision Reference DRN-5359595
7 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5359595 Complaint Mr J complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable and this resulted in him having to borrow elsewhere to make his ... (6 pages)View decision -
Decision Reference DRN-5393829
7 Apr 2025 St James's Place UK plc Not upheldPensions and AnnuitiesDRN-5393829 The complaint Mr H complains that St James's Place UK plc (SJP) unfairly suspended withdrawals from the SJP Property Fund. He said this led to him being unable to transfer the last part of his pension to another provider. I can see that Mr H mentioned a further potentia... (4 pages)View decision -
Decision Reference DRN-5298204
7 Apr 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5298204 The complaint Mrs M complains about the way Frist Central Underwriting Limited handled her motor insurance claim and disputes the sum it offered for her car’s total loss. What happened Mrs M told First Central that on 12 June 2024 another driver had collided with the rear d... (2 pages)View decision -
Decision Reference DRN-5200701
7 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5200701 The complaint Mr S is unhappy that Wise Payments Limited won’t refund payments he made as a result of a job scam. What happened Mr S was the victim of a job scam involving the following payments from his Wise account. Payment number Date Description Amount 1 2 January 2024 P... (3 pages)View decision -
Decision Reference DRN-5438920
7 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5438920 The complaint Mr U has complained that HSBC UK Bank Plc has defaulted his account and didn’t set up a repayment plan. What happened Mr U had an account with HSBC. But, since June 2024, he missed a number of repayments. HSBC sent him letters online about this, as he’d indicat... (1 page)View decision -
Decision Reference DRN-5462412
7 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5462412 The complaint Mrs H complains that NewDay Ltd trading as Marbles irresponsibly lent to her. Mrs H is represented by a claims management company 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 ... (5 pages)View decision
