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 360982 results
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Decision Reference DRN-5011595
8 Nov 2024 EE Limited UpheldConsumer CreditDRN-5011595 The complaint Mr B complains that he was supplied with goods which weren’t of satisfactory quality under a fixed sum loan provided by EE Limited (“EE”). What happened The parties are familiar with the background of this complaint so I will only summarise what happened brief... (4 pages)View decision -
Decision Reference DRN-5135275
8 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5135275 The complaint Mr S complains Revolut Ltd didn’t do enough to protect him when he fell victim to cryptocurrency investment scam. What happened Mr S has an account with Revolut which he opened in the course of this scam. He also has an account with another business – who I’ll ... (4 pages)View decision -
Decision Reference DRN-4912770
8 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4912770 Complaint Mr C is unhappy that HSBC UK Bank Plc didn’t reimburse him after he fell victim to a scam. Background In March 2024, Mr C encountered an online advertisement for an investment opportunity. The advertisement appeared to be endorsed by a well-known public figure and ... (5 pages)View decision -
Decision Reference DRN-4985424
8 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4985424 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr M is being represented by solicitors in this complaint. What happened Mr M came across an investment firm, “C”, on the internet. His representative states... (9 pages)View decision -
Decision Reference DRN-5101061
8 Nov 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-5101061 The complaint Ms G says Chetwood Financial Limited, trading as BetterBorrow, irresponsibly lent to her. What happened Ms G took out a 48-month instalment loan for £12,000 in May 2021. The monthly repayments were £314.71 and the total repayable was £15,105.99. Ms G does not ... (4 pages)View decision -
Decision Reference DRN-5128121
8 Nov 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5128121 The complaint Mr B has complained that St. James's Place Wealth Management Plc gave him unsuitable advice about his pension. What happened I issued my provisional decision on this complaint on 11 October 2024. The background and circumstances to the complaint and the r... (10 pages)View decision -
Decision Reference DRN-4700999
8 Nov 2024 Project Solar UK Ltd Not upheldConsumer CreditDRN-4700999 The complaint Mr M complains that Project Solar UK Ltd misled him about the financial benefits he could expect to receive from a solar panel system they sold to him. Mr M is represented in the complaint by a claims management company (“the CMC”). What happened In May 2017, M... (6 pages)View decision -
Decision Reference DRN-4863472
8 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4863472 The complaint Miss M complains Liverpool Victoria Insurance Company Limited (LV) handled her landlord insurance claim poorly. LV used an agent to deal with parts of the claim. For simplicity I’ve referred to the agent’s actions as being LV’s own. What happened Miss M rents... (3 pages)View decision -
Decision Reference DRN-5135161
8 Nov 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-5135161 The complaint Mr B complains Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly voided his home insurance policy after he made a claim following a fire at his home. What happened Mr B has home insurance with Chaucer. It provides cov... (4 pages)View decision -
Decision Reference DRN-4705179
8 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4705179 The complaint Mr and Mrs H complain that Santander UK Plc won’t refund them the money they lost after they fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here.... (3 pages)View decision
