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 367928 results
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Decision Reference DRN-5134102
24 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5134102 The complaint Mr and Mrs R complain Admiral Insurance (Gibraltar) Limited’s settlement of their contents insurance claim is unfair. Mr and Mrs R are joint policyholders. They have both complained about Admiral. But for ease of reading I’ve only referred to Mr R. In some pla... (3 pages)View decision -
Decision Reference DRN-4664246
23 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4664246 The complaint Mrs P has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In autumn 2023, Mrs P was called by a scammer who’d spoofed the number of a genuine police station and convincingly impersonated a police of... (2 pages)View decision -
Decision Reference DRN-5174631
23 Dec 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5174631 The complaint Mr P complains that Sainsburys Bank Plc unreasonably blocked his credit card. What happened Mr P holds a credit card account with Sainsburys. On Saturday 3 August 2024 Mr P’s card was blocked. Mr P found this both surprising and inconvenient as he was at a coll... (2 pages)View decision -
Decision Reference DRN-5177240
23 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5177240 The complaint Mr S complains that Barclays Bank UK PLC (trading under its Barclaycard brand) will not make good the losses he incurred when a credit card payment was declined. What happened In March 2023 Mr S booked flights through an online booking agent, which I’ll refer t... (3 pages)View decision -
Decision Reference DRN-4829923
23 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4829923 The complaint Mr A is unhappy that Santander UK Plc didn’t reimburse him money he lost after being a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr A discovered an advertisement on ... (3 pages)View decision -
Decision Reference DRN-5073418
23 Dec 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5073418 The complaint Mr G has complained about the actions of Scottish Widows Limited (“SWL”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr G’s pension was subsequently used to invest in various assets, including t... (8 pages)View decision -
Decision Reference DRN-5173239
23 Dec 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5173239 The complaint Miss N complains that Capital One (Europe) plc permanently restricted her credit card. What happened Miss N opened a credit card account with Capital One in June 2022. In 2023/2024 Miss N experienced difficulties making the required payments and on 5 March 2024... (3 pages)View decision -
Decision Reference DRN-5229033
23 Dec 2024 Allianz Insurance Plc Not upheldInsuranceDRN-5229033 The complaint A limited company, that I’ll refer to as B, has complained about Allianz Insurance Plc for the rejection of claim for legal expenses. Mr P, as director of B, has brought the complaint on its behalf. What happened B is the owner of the freehold of a block of fla... (4 pages)View decision -
Decision Reference DRN-4671064
23 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4671064 The complaint Mr E has complained that HSBC UK Bank Plc won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In summer 2023, Mr E fell victim to a cruel job scam. He wa... (2 pages)View decision -
Decision Reference DRN-4430029
23 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4430029 Complaint Mr T is unhappy that Revolut Ltd didn’t refund him after he told it he’d fallen victim to a scam. Background In April 2022, Mr T fell victim to a scam. He received a call from someone who claimed to be an employee of a bank I’ll refer to as ‘P’. Mr T had an account... (7 pages)View decision
