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 364862 results
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Decision Reference DRN-5199074
5 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5199074 The complaint Mrs S and Mr W have complained about the way Shawbrook Bank Limited (“Shawbrook”) responded to claims they’d made under section 75 of the Consumer Credit Act 1974 (“the CCA”). Mrs S and Mr W have been represented in their complaint. For simplicity, I have refe... (4 pages)View decision -
Decision Reference DRN-4819837
5 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4819837 The complaint Mrs C complains that TSB Bank plc closed her account and loaded a negative fraud marker against her on the national fraud database. She’d like the marker removed and compensation for the impact. What happened Mrs C had two accounts with TSB, a spend and save ac... (3 pages)View decision -
Decision Reference DRN-3745178
5 Feb 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-3745178 The complaint Mr J complains that Scottish Equitable Plc trading as Aegon didn’t do enough due diligence when processing his transfer from his existing pensions to the Incartus Investment Pension Scheme in 2015. Incartus invested in a series of loans which were subsequently ... (4 pages)View decision -
Decision Reference DRN-5308608
5 Feb 2025 Unum Ltd UpheldInsuranceDRN-5308608 The complaint Mr W complains because Unum Ltd (‘Unum’) incorrectly declined his income protection insurance claim. What happened Mr W is insured under a group income protection insurance policy, provided by Unum. Mr W made a claim under the policy as he was unable to work d... (3 pages)View decision -
Decision Reference DRN-4810167
5 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4810167 The complaint Mr C complains that Santander UK Plc did not communicate the timescales for making a chargeback claim. What happened On 6 February 2023, Mr Mrs C paid £825.00 to a leisure centre for a joint annual membership with Mrs C. The payment was made using a Mastercard ... (3 pages)View decision -
Decision Reference DRN-5021533
5 Feb 2025 Vitality Health Limited UpheldInsuranceDRN-5021533 The complaint Mr M is unhappy that Vitality Health Limited (Vitality) declined his private medical insurance claim. What happened Mr M had a private medical insurance policy which was underwritten by Vitality. The policy start date was 9 July 2022 and ended on 8 July 2023. I... (3 pages)View decision -
Decision Reference DRN-5287243
5 Feb 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5287243 The complaint Mr L has complained about delays caused by Scottish Equitable Plc trading as Aegon when he tried to access tax-free cash from his pension. It took just over nine weeks from the time he first contacted Scottish Equitable until he received the money. What happen... (5 pages)View decision -
Decision Reference DRN-5229674
5 Feb 2025 One Insurance Limited Not upheldInsuranceDRN-5229674 The complaint Ms T complains about One Insurance Limited (“OIL”) and their decision to decline the claim she made on her motor insurance policy. Ms T has been represented by her son, Mr T, during the claim and complaint process. For ease of reference, I will refer to any com... (3 pages)View decision -
Decision Reference DRN-4910144
5 Feb 2025 Amtrust Europe Limited UpheldInsuranceDRN-4910144 The complaint M, a limited company, is unhappy with how Amtrust Europe Limited (Amtrust) has handled a claim for subsidence made under their residential property insurance property. Any references to Amtrust include their agents. M’s complaint has been referred by Mr P, one... (3 pages)View decision -
Decision Reference DRN-4887432
5 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4887432 The complaint Mr G complains that Revolut Ltd won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Mr G fell victim to a task-based ... (5 pages)View decision
