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 360264 results
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Decision Reference DRN-4819165
15 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4819165 The complaint Mr H complains that National Westminster Bank Plc (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened Mr H ... (3 pages)View decision -
Decision Reference DRN-5150214
15 Nov 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5150214 The complaint Mrs B has complained, with the help of a professional representative, about a transfer of her Phoenix Life Limited (‘Phoenix Life’) personal pension policies to a small self-administered scheme (‘SSAS’) in January 2015. Mrs B’s SSAS was subsequently used to inv... (15 pages)View decision -
Decision Reference DRN-5150696
15 Nov 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5150696 The complaint A limited company, which I will refer to as T, complains about the handling of its commercial motor insurance claim by Watford Insurance Company Europe Limited. What happened The following is intended only as a brief summary of events. Additionally, for the sak... (3 pages)View decision -
Decision Reference DRN-5140302
15 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5140302 The complaint Mrs J and Mr C complain that Liverpool Victoria Insurance Company Limited (LV) avoided (treated it as if it never existed) their motor insurance policy, refused to pay their claim for the loss of their car and is seeking repayment of its outlay for the other dr... (4 pages)View decision -
Decision Reference DRN-5130257
15 Nov 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5130257 The complaint Mr C complains Red Sands Insurance Company (Europe) Limited unfairly declined a claim under a lifetime pet insurance policy. What happened Mr C incepted a lifetime pet insurance policy for his dog which started on 1 March 2024. The policy was underwritten by Re... (3 pages)View decision -
Decision Reference DRN-4661535
15 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4661535 The complaint Mr C complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited (Oodle) is of unsatisfactory quality. What happened In February 2023 Mr C entered into a hire purchase agreement with Oodle to acquire a used car. T... (4 pages)View decision -
Decision Reference DRN-4951324
15 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4951324 The complaint Mr T says Barclays Bank UK PLC (“Barclays”), trading as Barclaycard, refuses to refund him for two transactions on his account he says he didn’t authorise. What happened Mr T says he received an SMS from Barclays on 29 November 2023 saying his credit card was c... (2 pages)View decision -
Decision Reference DRN-4618287
15 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4618287 The complaint Miss H 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 H received an unsolicited message from someon... (4 pages)View decision -
Decision Reference DRN-5057633
15 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5057633 The complaint Mr P complains that HSBC UK Bank Plc incorrectly handled his currency transfer resulting in a financial loss. He also complains that HSBC didn’t then provide the service it should have when he raised this issue. Mr P wants HSBC to compensate him for his loss an... (3 pages)View decision -
Decision Reference DRN-4831804
15 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4831804 The complaint Mr G complains that Santander UK Plc did not refund a series of payments he says he lost to a scam. What happened Mr G was looking to invest and found a company I’ll call ‘HS’ for the purpose of this decision. HS had several different building projects they we... (3 pages)View decision
