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 360264 results
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Decision Reference DRN-4356463
1 Mar 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4356463 The complaint Mr L complains that Revolut Ltd did not refund a series of disputed transactions. What happened Mr L was sick at home when he received a call from Revolut’s phone number. The individual had his personal details such as his name, address and account details. They r... (3 pages)View decision -
Decision Reference DRN-4475668
1 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4475668 The complaint Mr M complains Lloyds Bank PLC didn’t do enough when he fell victim to two investment scams. What happened Mr M had an account with Lloyds Bank which was closed following these two scams. Scam one Mr M says he received a message in October 2021 on a well-known soc... (3 pages)View decision -
Decision Reference DRN-4601205
1 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4601205 The complaint Miss B and Mr D have complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) haven’t reimbursed her for the calls she made to her GP. What happened Miss B and Mr D have a travel insurance policy underwritten by Admiral. They went abroad and made a claim ... (2 pages)View decision -
Decision Reference DRN-4548872
1 Mar 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4548872 The complaint Mr and Mrs L, who are represented by a professional representative (“PR”) complain that Vacation Finance Limited (“VFL”) rejected their claim under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. What happened In March 2017 Mr and Mrs L purch... (4 pages)View decision -
Decision Reference DRN-4655447
1 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4655447 The complaint Mr S complains Santander UK Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr S came across an ad... (4 pages)View decision -
Decision Reference DRN-4537059
1 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4537059 The complaint Mr A complains that J.P. Morgan Europe Limited trading as Chase did not refund a series of payments he lost to a scam. What happened Mr A found an investment opportunity on social media that appeared to be backed by celebrities. I’ll call the company ‘X’ for the p... (3 pages)View decision -
Decision Reference DRN-4654025
1 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4654025 The complaint Mr A complains that Nationwide Building Society gave him wrong information about interest that would be charged on his credit card. Mr A is represented by his wife in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she h... (3 pages)View decision -
Decision Reference DRN-4615595
1 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4615595 The complaint Mr S and Ms Z complain Zurich Insurance PLC provided a poor level of service when Ms Z became unwell on holiday. Ms Z brings the complaint on behalf of herself and Mr S, so for ease I will refer to all submissions as having been made by her. What happened Mr S and... (4 pages)View decision -
Decision Reference DRN-4569709
1 Mar 2024 IG Markets Limited Not upheldInvestmentsDRN-4569709 The complaint Mr R complains that IG Markets Limited presented pricing information for its options products in an unclear, misleading manner, which led him to purchase the wrong product. What happened In January 2021 Mr R made two purchases of Tesla 600 PUT options through his ... (2 pages)View decision -
Decision Reference DRN-4623484
1 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4623484 The complaint Mr G complains about the way British Gas Insurance Limited dealt with a claim on his home emergency insurance policy. He says appointments were cancelled, repairs were not done correctly and as a result he had to buy a new boiler. What happened British Gas attende... (3 pages)View decision
