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-5045379
27 Sep 2024 Chubb European Group SE UpheldInsuranceDRN-5045379 The complaint Miss F is unhappy with the way Chubb European Group SE handled her claim. What happened The background to this case is set out under my provisional findings. In summary, Miss F was unhappy with Chubb because it couldn’t replace her Galaxy Fold 2 phone, it also ... (2 pages)View decision -
Decision Reference DRN-4813507
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4813507 The complaint An organisation, which I will refer to as S, complains that Barclays Bank UK Plc wrongly failed to release its funds. What happened One of our investigators looked at this complaint, and wrote to both parties to set out his findings as to what happened. He sai... (3 pages)View decision -
Decision Reference DRN-4964311
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4964311 The complaint Mr P complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr P fell victim to a task-based job scam, after he was contacted via a messaging platform about a remote job opportunity. He was told he had to complete a cert... (3 pages)View decision -
Decision Reference DRN-4947277
27 Sep 2024 esure Insurance Limited Not upheldInsuranceDRN-4947277 The complaint Mrs J has complained about the market value esure Insurance Limited trading as esure reached when dealing with a claim she made under her car insurance policy. What happened Mrs J’s car was unfortunately damaged by a third party vehicle while parked in Septembe... (2 pages)View decision -
Decision Reference DRN-4934585
27 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4934585 The complaint Mr P complains that he wasn’t awarded the Avios points he was expecting when he applied for a credit card with American Express Services Europe Limited trading as American Express (“AESEL”). What happened Mr P saw a promotion for 50,000 Avios points when you ap... (2 pages)View decision -
Decision Reference DRN-4701460
27 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4701460 The complaint Miss H complains that HSBC UK Bank Plc unreasonably closed her account and didn’t allow her to appeal against this decision. What happened Miss H held an account with First Direct, which is a trading name of HSBC. But in December 2023 she received a message to... (2 pages)View decision -
Decision Reference DRN-5041880
27 Sep 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5041880 The complaint Miss A complains that Mortgage Agency Services Number Five Limited (“MAS5”) hasn’t administered her mortgage correctly. In particular she complains that MAS5 hasn’t offered her new interest rate products. She doesn’t think that’s fair. Miss A is on MAS5’s stand... (10 pages)View decision -
Decision Reference DRN-4725065
27 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4725065 The complaint Mr C complains that Great Lakes Insurance SE has turned down a claim he made on a home insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key events. On 22 Mar... (4 pages)View decision -
Decision Reference DRN-4936208
27 Sep 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4936208 The complaint Mr L complains that Ageas Insurance Limited have declined his claim following a collision because his phone wasn’t connected to the telematics box. What happened Mr L took out a car insurance policy with Ageas in May 2023. In November 2023 he was in a single... (2 pages)View decision -
Decision Reference DRN-5047002
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5047002 The complaint Mr C complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In March 2022, Mr C met a woman on a dating website. They started communicating and their relationship developed to the point where they were talking... (3 pages)View decision
