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 365917 results
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Decision Reference DRN-4981478
9 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-4981478 The complaint Miss H complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5087902
9 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5087902 The complaint Miss S complains National Westminster Bank Plc (“NatWest”) unfairly applied a default marker against her credit card account after it had closed her current account and the direct debit payment for it was cancelled. Miss S is also unhappy NatWest sent a cheque ... (5 pages)View decision -
Decision Reference DRN-4639042
9 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4639042 The complaint Miss A complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened Miss A was looking for an apartment to rent for three days in London and found one she liked on an online property rental website... (2 pages)View decision -
Decision Reference DRN-5197064
9 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5197064 The complaint Mr T is unhappy with the information Aviva Insurance Limited trading as Quotemehappy.com (Aviva) have recorded on the Consumer Underwriting Exchange (CUE) regarding a claim on his motor insurance policy. References to Aviva include its agents. What happened In... (5 pages)View decision -
Decision Reference DRN-4820398
9 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4820398 The complaint Mr C complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In April 2023, Mr C found an investment opportunity online, with a company I’ll refer to as M. Mr C looked at M’s website and says it looke... (4 pages)View decision -
Decision Reference DRN-5024019
9 Dec 2024 M & G Securities Limited UpheldInvestmentsDRN-5024019 The complaint Mrs H complains that M & G Securities Limited trading as M&G Investments didn’t accept the verification documents she sent when attempting to make a withdrawal from her stocks and shares Individual Savings Account (ISA). What happened On 26 September 20... (3 pages)View decision -
Decision Reference DRN-5197858
9 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5197858 The complaint Mr D is unhappy that Aviva Life & Pensions UK Limited (Aviva) has stopped his benefit payments under his income protection policy. What happened Mr D has a group income protection policy with his employer. The policy provides a benefit in certain circumstan... (5 pages)View decision -
Decision Reference DRN-5156563
9 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5156563 The complaint Mr Q complains that West Bay Insurance Plc stole his car and sold it on after he made a claim on his motor insurance policy and that he’s now incurred a fine for speeding and from the DVLA when the car isn’t in his possession. What happened Mr Q’s car was dama... (3 pages)View decision -
Decision Reference DRN-5079108
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5079108 The complaint Mr E complains HSBC UK Bank Plc (“HSBC”) closed his account and applied a fraud marker against him despite informing it that he had been coerced into using his accounts for fraudulent purposes by criminals and the matter was being investigated by the police. Mr... (3 pages)View decision -
Decision Reference DRN-5023898
9 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5023898 The complaint A charity, that I will refer to as K, complains about Aviva Insurance Limited’s decision to decline its commercial property damage insurance claim. K also complains about the handling of this claim. What happened The following is intended only as a brief summar... (4 pages)View decision
