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 125399 results
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Decision Reference DRN-4299884
25 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4299884 The complaint Mr T and Ms L complain about how Aviva Insurance Limited dealt with a claim against their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr T and Ms L have... (4 pages)View decision -
Decision Reference DRN-4204148
25 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4204148 The complaint Miss I has complained that Santander UK Plc gave her misleading information about whether she was able to have a student account whilst she was a postgraduate student. Account History Miss I’s account history is as follows: 123 Student account from August 2016 C... (4 pages)View decision -
Decision Reference DRN-4118875
25 Aug 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4118875 The complaint Mr C complains that Lloyds Bank PLC won’t refund money he lost as a result of a scam. What happened Mr C became involved in an investment scam. Between late May and late July 2021, he sent a series of faster payments to his own account at a cryptocurrency exchange... (5 pages)View decision -
Decision Reference DRN-4278807
25 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4278807 The complaint Mr and Mrs S complain about how AXA Insurance UK Plc considered a claim they made on their home insurance (contents) policy. AXA are the underwriters (insurers) of this policy. Part of this complaint concerns the actions of their appointed agents. As AXA have acce... (3 pages)View decision -
Decision Reference DRN-4319075
25 Aug 2023 IPS Pensions Limited UpheldPensions and AnnuitiesDRN-4319075 The complaint Mr H complains, in his capacity as a beneficiary of his SIPP, that IPS Pensions Ltd is responsible for some or all of the delays he experienced in transferring cash in his SIPP to an investment platform. Mr H has made a related complaint about a bank (which I will... (2 pages)View decision -
Decision Reference DRN-4238611
25 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4238611 The complaint Miss L complains that National Westminster Bank Plc (“NatWest”) failed to properly administer her account resulting in the repeated removal of funds she didn’t recognise. What happened There has been much correspondence between the parties regarding the circumstan... (3 pages)View decision -
Decision Reference DRN-4288479
25 Aug 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4288479 The complaint Mr Y complains that NewDay Ltd, trading as Burton, (“NewDay”) has failed to reimburse him for payments he didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happe... (3 pages)View decision -
Decision Reference DRN-4318518
25 Aug 2023 Zurich Insurance PLC UpheldInsuranceDRN-4318518 The complaint Miss M has complained that the claim handler at Zurich Insurance PLC who has been dealing with her accident claim has not proactively moved matters forward. She is also dissatisfied in general with the handling of her claim made under her motor insurance policy. W... (4 pages)View decision -
Decision Reference DRN-4223576
25 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4223576 The complaint Miss M complains that HSBC UK Bank Plc failed to refund transactions she made as a result of a scam. What happened Miss M explained that she fell for a scam through a popular social media platform. She’s said one of her friend’s accounts was “hacked” and then used... (5 pages)View decision -
Decision Reference DRN-4134332
25 Aug 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4134332 The complaint Mr N complains that Everyday Lending Limited trading as Everyday Loans (Everyday) mistakenly said that his account had been closed with a zero balance. What happened Mr N has an outstanding debt with Everyday. In October 2022, Mr N’s debt management company (DMC) ... (2 pages)View decision
