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 361839 results
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Decision Reference DRN-5212223
13 Dec 2024 AWP P&C S.A. UpheldInsuranceDRN-5212223 The complaint Mr and Mrs P have complained that AWP P&C S.A. hasn’t fully settled a claim they made on a travel insurance policy. What happened Mr and Mrs P were on a trip abroad in April 2024 when Mr P became unwell and had to attend hospital. They paid for the treatme... (2 pages)View decision -
Decision Reference DRN-4780232
13 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4780232 The complaint Mrs K complains that TSB Bank Plc didn’t do enough to help her when she told it about a dispute, she had with a merchant over services paid for using her TSB credit card. What happened Mrs K paid £2,891.26 using her TSB credit card for two rooms for a duration ... (3 pages)View decision -
Decision Reference DRN-5204965
13 Dec 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5204965 The complaint Mr E complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (49 pages)View decision -
Decision Reference DRN-5073510
13 Dec 2024 Arval UK Limited Not upheldConsumer CreditDRN-5073510 The complaint Miss D has complained that she is unhappy with the outcome of a change of contract request – and the length of time taken to deal with it - made to Arval UK Limited, trading as Hyundai Contract Hire (“Arval”) in relation to a contract hire agreement she took ou... (3 pages)View decision -
Decision Reference DRN-5132701
13 Dec 2024 Right Choice Insurance Brokers Ltd Not upheldInsuranceDRN-5132701 The complaint Mr K complains that Right Choice Insurance Brokers Ltd (“Right Choice”) failed to provide a premium refund and didn’t respond to his emails in relation to his motor insurance policy. What happened Mr K says he was charged an additional premium when taking out h... (3 pages)View decision -
Decision Reference DRN-5030742
13 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5030742 The complaint Miss K complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam, and would like it to refund her the money she has lost as a result What happened Miss K received a phone call from an individual pr... (3 pages)View decision -
Decision Reference DRN-4976743
13 Dec 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4976743 The complaint Mr H in unhappy that Aviva Life & Pensions UK Ltd sent him a letter containing sensitive personal details, which had been opened before he received it, and he subsequently had difficulty obtaining online details about his policy. What happened Mr H has had ... (3 pages)View decision -
Decision Reference DRN-5061658
13 Dec 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5061658 The complaint Mr and Mrs S have complained in their capacity as directors of a limited company, (which I’ll refer to as “M”) about Zurich Insurance PLC’s decision to decline their claim following a fire. Any reference to Zurich, M, and Mr and Mrs S in this decision include t... (4 pages)View decision -
Decision Reference DRN-5198205
13 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5198205 The complaint Mr S complains about Revolut Ltd. He says that it did not do enough to protect him when he became the victim of a scam and would like Revolut to refund him the money he has lost as a result. What happened Mr S received a call from an unknown individual suppose... (4 pages)View decision -
Decision Reference DRN-4497575
13 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4497575 The complaint Mr G would like to make a complaint about Santander UK Plc. He says that he has fallen victim to a scam and would like Santander to refund him the money he has lost as a result. What happened In June 2020, Mr G made a payment of £20,000 for an investment into... (2 pages)View decision
