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 353100 results
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Decision Reference DRN-4598536
11 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4598536 The complaint Mrs R complains that NewDay Ltd trading as John Lewis Partnership Card (JLP) lent irresponsible when it approved her credit card application. What happened In January 2023 Mrs R applied for a credit card with JLP. In the application, Mrs R said she was employed wi... (3 pages)View decision -
Decision Reference DRN-4328217
11 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4328217 The complaint Ms G complains that Revolut Ltd (“Revolut”) won’t refund over £30,000 she lost to a cryptocurrency recovery scam in March 2023. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving t... (2 pages)View decision -
Decision Reference DRN-4670325
11 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4670325 The complaint Mrs K and Mr K complaint about Barclays Bank UK PLC. They are unhappy that Mrs K was added to an account when they had never requested or authorised Barclays to do so. What happened Mrs K and Mr K raised a complaint with Barclays because they’d noticed that Mrs K ... (3 pages)View decision -
Decision Reference DRN-4469170
11 Mar 2024 Black Horse Limited Not upheldConsumer CreditDRN-4469170 The complaint Miss R complains about the quality of a car she has been financing through an agreement with Black Horse Limited (who I’ll call Black Horse), trading as Land Rover Financial Services. What happened The details of this complaint are well known to both parties, so I... (2 pages)View decision -
Decision Reference DRN-4406709
11 Mar 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4406709 The complaint Mr B complains that The Prudential Assurance Company Limited did not contact him about his Personal Pension Plan (PPP) for over 20 years What happened Mr B applied for his PPP with Scottish Amicable in 1989. Mr B’s signed application form is entitled “personal pen... (4 pages)View decision -
Decision Reference DRN-4674053
11 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4674053 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited (Admiral) won’t remove a category S marker from his car. What happened Mr M had a car accident in 2019 and made a claim to Admiral, his car insurer at the time. Mr M’s car was deemed to be a total loss, and... (4 pages)View decision -
Decision Reference DRN-4667704
11 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4667704 The complaint Mrs B has complained Bank of Scotland plc didn’t ensure data about credit cards weren’t fully removed from one of the credit agencies in 2021. What happened In 2019 Mrs B was a victim of ID fraud. Two cards were taken out in her name under two different Bank of Sc... (2 pages)View decision -
Decision Reference DRN-4640736
11 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4640736 The complaint Mr H complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr H was provided with an Aqua credit card by NewDay with an initial credit limit of £600. The credit limit was increased on eight occasions resulting in a final ... (2 pages)View decision -
Decision Reference DRN-4641511
11 Mar 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-4641511 The complaint Mr and Mr H complain that Accelerant Insurance Europe SA/NV (“Accelerant”) declined a claim they made on their insurance policy following an escape of water at their property. Accelerant is the underwriter of this policy, and the underwriter is respons... (4 pages)View decision -
Decision Reference DRN-4614915
11 Mar 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4614915 The complaint Mr H complains that Capital One (Europe) Plc (Capital One) failed to uphold his complaint about an unauthorised transaction on his credit card and refund the amount in dispute. What happened I set out the background to this complaint in my earlier provisional deci... (6 pages)View decision
