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 360982 results
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Decision Reference DRN-4997544
30 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4997544 The complaint Mr W complains HSBC UK Bank Plc didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr W has an account with HSBC. He’s been a customer for over 25 years. He also has an account with a business who I’ll refer t... (2 pages)View decision -
Decision Reference DRN-4985885
30 Nov 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4985885 The complaint Ms W complains about how Advantage Insurance Company Limited (Advantage) handled a claim she made on her motor insurance policy. What happened In March 2022, Ms W’s windscreen was intentionally damaged by a third-party whilst her car was parked. Advantage arr... (3 pages)View decision -
Decision Reference DRN-5131748
30 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-5131748 The complaint Mr K complains that Aviva Insurance Limited’s offer to settle a claim on his motor insurance is unfair. What happened Mr K had a motor insurance policy with Aviva. In March 2024, he was involved in a road accident which badly damaged his vehicle. He reported th... (3 pages)View decision -
Decision Reference DRN-4991591
30 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4991591 The complaint Mr H complains Santander UK Plc didn’t do enough when he fell victim to a romance scam. What happened Mr H has an account with Santander. He’s been a customer for over 30 years. Mr H says he divorced his ex-wife in 2019 having had a troubled relationship with h... (2 pages)View decision -
Decision Reference DRN-5130583
30 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5130583 The complaint Mrs C has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summar... (4 pages)View decision -
Decision Reference DRN-5117035
30 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5117035 The complaint Mr D complains about how Barclays Bank UK PLC dealt with his Standing Order for his Council Tax payment. What happened Mr D says Barclays set up a duplicate Standing Order (SO) for his Council Tax payment. He says the SO was set up in duplicate and his May 2024... (2 pages)View decision -
Decision Reference DRN-5136458
29 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5136458 The complaint Mr and Mrs C complain that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim following a burglary at their property. All references to RSA in this decision include its appointed agents. What happened In October 2023, Mrs C returned ho... (3 pages)View decision -
Decision Reference DRN-5087295
29 Nov 2024 AWP P&C S.A. Not upheldInsuranceDRN-5087295 The complaint Mr H complains that AWP P&C S.A. (‘AWP’) treated him unfairly when he reported a problem under a car warranty policy. Mr H’s warranty was sold and is administered by a third party company on AWP’s behalf and all his correspondence has been with this company... (3 pages)View decision -
Decision Reference DRN-5120920
29 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5120920 The complaint Mr M complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr M was ... (3 pages)View decision -
Decision Reference DRN-4795649
29 Nov 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4795649 The complaint N complains that Prepay Technologies Ltd (PTL) is refusing to refund the amount it says was lost as the result of a scam. N is being represented by a third party. To keep things simple, I will refer to N throughout my decision. What happened The background of t... (2 pages)View decision
