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 347829 results
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Decision Reference DRN-5027844
27 Sep 2024 Citibank UK Limited UpheldInvestmentsDRN-5027844 The complaint Miss K complains that Citibank UK limited (“CBUK”): Didn’t implement a cost averaging approach to investing £25,000 per quarter over 18 months as referred to in a suitability report. Was charged a minimum balance fee when it was agreed this wouldn’t be char... (6 pages)View decision -
Decision Reference DRN-5048855
27 Sep 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5048855 The complaint Mr Y complains J.P. Morgan Europe Limited, trading as Chase, blocked his accounts and withheld his funds. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out... (3 pages)View decision -
Decision Reference DRN-4992791
27 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4992791 The complaint Miss F complains Nvayo Systems Ltd (“Nvayo”) trading as Club Swan hasn’t returned money she deposited into her account. Miss F wants her money released. What happened Miss F has a Club Swan account. In early August 2023, she deposited £10,000 into the account.... (4 pages)View decision -
Decision Reference DRN-4587813
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4587813 The complaint Ms V complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-5010781
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5010781 The complaint Mrs T complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs T is being represented by a third party. To keep things simple, I will refer to Mrs T throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-4727402
27 Sep 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4727402 The complaint Mr F complains about the balance of a fixed sum loan agreement with Telefonica UK Limited trading as O2, which he says was opened in his name without his authority. What happened In May 2019, Mr F took out an agreement with Telefonica to get a mobile telephone ... (4 pages)View decision -
Decision Reference DRN-4934705
27 Sep 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4934705 The complaint Mr B complains that PayPal UK Ltd (PayPal) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this... (3 pages)View decision -
Decision Reference DRN-5047241
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5047241 The complaint Mrs O has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the... (3 pages)View decision -
Decision Reference DRN-4913774
27 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4913774 The complaint Mr J complains that his motor insurer, esure Insurance Limited (‘esure’), undervalued his car after it was declared a total loss. He is also unhappy about the delays in his claim being progressed and wants to be compensated. What happened Mr J’s car was stolen... (4 pages)View decision -
Decision Reference DRN-5044212
27 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5044212 The complaint Mr S is unhappy Ageas Insurance Limited hasn’t paid him anything after he made a claim for vandalism to his car. He’s also unhappy it won’t return his car to him. What happened In March 2023 Mr S contacted Ageas to claim for vandalism damage inflicted to his ca... (3 pages)View decision
