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-4540975
29 Jan 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4540975 The complaint Mrs C complains about Amtrust Europe Limited’s decision to not cover a claim she made under her legal expenses insurance (LEI) policy. Any reference to Amtrust includes the actions of its agents. What happened The circumstances of this complaint are well known to ... (3 pages)View decision -
Decision Reference DRN-4479794
29 Jan 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4479794 The complaint Miss N complains Revolut Ltd didn’t assist her in recovering an international payment she’d made. She believes it’s responsible for the distress and inconvenience caused, as well as her missing out on an investment opportunity. What happened Miss N made an interna... (2 pages)View decision -
Decision Reference DRN-4564717
29 Jan 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4564717 The complaint Mr C and Mrs C have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined part of a claim under a home insurance policy. What happened Mr C and Mrs C contacted Accredited to make a claim for storm damage to a conservatory roof. Accredi... (3 pages)View decision -
Decision Reference DRN-4384013
29 Jan 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4384013 The complaint Mr K has complained that National Westminster Bank Plc reported information to the National Hunter database when it declined a mortgage application he’d made to the bank. What happened In May 2021 Mr K applied online for a mortgage with NatWest. NatWest received t... (3 pages)View decision -
Decision Reference DRN-4494747
29 Jan 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4494747 The complaint Mr and Mrs B complain through their professional representative, (“PR”), that Vacation Finance Limited trading as VFL Finance Solutions (“VFL”) didn’t fairly or reasonably deal with their claims under Sections 75 and 140A of the Consumer Credit Act 1974 (the ‘CCA’... (3 pages)View decision -
Decision Reference DRN-4450629
29 Jan 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4450629 The complaint Mrs J complains that American Express Services Europe Limited (AESEL) closed her account. What happened Mrs J held a credit card account with AESEL. In January 2023 AESEL wrote to Mrs J and advised her that it was reviewing the account. AESEL asked Mrs J to provid... (2 pages)View decision -
Decision Reference DRN-4584730
29 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4584730 The complaint Mr Y has complained about the way Bank of Scotland plc trading as Halifax dealt with his complaint for money back in relation to a payment he made to a travel company using his debit card. What happened The circumstances of the complaint are well known so I won’t ... (4 pages)View decision -
Decision Reference DRN-4520358
29 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4520358 The complaint Mr T has complained that Lloyds Bank PLC held him liable for a withdrawal on his credit card, which he says he made on his debit card. What happened In mid-2023, a £200 withdrawal was made on Mr T’s Lloyds credit card at the ATM he normally used, and Mr T made oth... (2 pages)View decision -
Decision Reference DRN-4534103
29 Jan 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-4534103 The complaint Mr K complains about incorrect information given by Coventry Building Society when he asked how interest is applied to a Limited Access ISA (online) (4) and Limited Access Saver (online) (8) account. What happened On 4 July 2023 Mr K opened a Limited Access ISA (o... (3 pages)View decision -
Decision Reference DRN-4544928
29 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4544928 The complaint Miss M is unhappy Wise Payments Limited won’t refund all the money she lost as part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the ... (2 pages)View decision
