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 370904 results
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Decision Reference DRN-5032549
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5032549 The complaint Mr B complains that Revolut Ltd did not refund a payment he lost to a scam. What happened Mr B is represented by a claims management company on this complaint. For simplicity, I’ll refer to any submissions made either by Mr B directly or the claims management c... (8 pages)View decision -
Decision Reference DRN-5351973
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5351973 The complaint Mr D complains about U K Insurance Limited (UKI) continuing to charge premiums on his motor insurance policy, following a claim for the total loss of his vehicle. References to UKI in this decision include their agents. This decision covers a complaint by Mr ... (4 pages)View decision -
Decision Reference DRN-5267556
20 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267556 The complaint Mr Y complains that Barclays Bank UK Plc (Barclays) lent to him irresponsibly. What happened Mr Y has an overdraft with Barclays, it’s unclear when the initial lending decision was made but it appears Mr Y had an overdraft limit (including some sort of reserve... (6 pages)View decision -
Decision Reference DRN-5400828
20 Mar 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5400828 The complaint Mr C complains about how Clydesdale Bank Plc trading as Yorkshire Bank registered its charge over his property in connection with his mortgage. What happened Mr C took out a mortgage with Yorkshire in 2007. He borrowed around £60,000 over 25 years on interest o... (3 pages)View decision -
Decision Reference DRN-5412161
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5412161 The complaint Mr R complains about the service he received from Revolut when it blocked a payment of £10,000 that Mr R intended to invest. Mr R says he authorised the payment in Revolut’s app, but it wouldn’t allow him to proceed and failed to assist him or advise him what h... (4 pages)View decision -
Decision Reference DRN-5391571
20 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5391571 The complaint Mr C complains Esure Insurance Limited handled his motor insurance claim poorly. What happened In October 2023 Mr C’s car was damaged whilst parked in a car park. He called his motor insurer Esure. He said CCTV evidence, from the carpark, identified the third-... (3 pages)View decision -
Decision Reference DRN-4413974
20 Mar 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4413974 The complaint Mr M has complained that eBay Commerce UK Ltd (“eBay”) placed restrictions on his account that prevented him from withdrawing money from his eBay payment account. What happened To verify Mr M’s bank details, Mr M says that eBay sent him two micro deposits to h... (5 pages)View decision -
Decision Reference DRN-5412006
20 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5412006 The complaint Mr H is unhappy American Express Services Europe Limited (Amex) did not tell him that his Direct Debit for his credit card had not been set up. What happened I set out the background to this complaint in more detail in my provisional decision which both partie... (7 pages)View decision -
Decision Reference DRN-5389448
20 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5389448 The complaint Mr D, Ms Z and Mrs Z have complained that U K Insurance Limited (UKI) declined a claim they made on a travel insurance policy. As it is Ms Z leading on the complaint, for ease, I will mostly just be referring to her in this decision. What happened Ms Z booked... (3 pages)View decision -
Decision Reference DRN-5406255
20 Mar 2025 Pension Insurance Corporation plc UpheldPensions and AnnuitiesDRN-5406255 The complaint Mr C complains that Pension Insurance Corporation plc (‘PIC’) has provided him with a poor service in response to requests that he has made for information and his requests that it desist in sending him marketing emails. Mr C has additionally asked us to interv... (5 pages)View decision
