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 4338 results
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Decision Reference DRN-2985449
19 Aug 2021 Metro Bank PLC UpheldBanking and PaymentsDRN-2985449 The complaint Mr B is unhappy because Metro Bank PLC (Metro Bank) did not reimburse the money he transferred to a fraudster. What happened Mr B found a van he was interested in buying on an online marketplace he’d bought vehicles from before. He felt the price was reasonable a... (3 pages)View decision -
Decision Reference DRN-5185509
20 Dec 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5185509 The complaint Ms G complains that National Savings and Investments (NS & I) delayed her application to be the adult holder of her Premium Bonds, and that it failed to keep her properly informed. She's represented in making the complaint by Mr G, her father. What hap... (3 pages)View decision -
Decision Reference DRN-2392507
13 Jan 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2392507 The complaint Miss M has complained that Santander UK Plc won’t refund transactions, which she says she didn’t authorise. What happened Miss M opened an account with an online gambling merchant in January 2018. She later registered with GAMSTOP to have herself excluded from gam... (4 pages)View decision -
Decision Reference DRN-4273184
13 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4273184 The complaint Miss W complains about poor service and delays in Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of her claim following an accident when driving, under her motor insurance policy. What happened Miss W damaged her car when driving in May 2022. She conta... (3 pages)View decision -
Decision Reference DRN-3113765
19 Apr 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3113765 The complaint Miss A complains that Bank of Scotland plc trading as Halifax failed to refund two transactions she didn’t recognise. What happened Miss A explained that someone accessed her account and made two bank transfers to another account without her authorisation. Miss A ... (3 pages)View decision -
Decision Reference DRN-5223906
24 Jan 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5223906 The complaint Mr A complains that Scottish Equitable Limited trading as Aegon (Aegon) have incorrectly administered his Self-Invested Personal Pension Plan (SIPP) depriving him of access to his money. He wants his money returned to him. What happened Mr A was auto enrolled ... (3 pages)View decision -
Decision Reference DRN-2370553
27 Nov 2020 Black Horse Limited Not upheldConsumer CreditDRN-2370553 The complaint Mr D complains that a car he obtained through a Hire Purchase Agreement with Black Horse Limited (Black Horse) wasn’t fit for purpose. He would like to sell the car to recover the cost of a new engine he had to have installed, to cancel his finance agreement, to b... (3 pages)View decision -
Decision Reference DRN1884106
29 Jan 2018 Zenith Insurance plc Not upheldInsurance (excluding PPI)Miss U is unhappy that Zenith Insurance plc voided her policy after she couldn’t validate her address.backgroundMiss U took out car insurance with Zenith in August 2015. At this time she listed her address and the risk address for the car as her brother’s home. In... (3 pages)View decision -
Decision Reference DRN-2586039
19 Mar 2021 Aviva Insurance Limited Not upheldInsuranceDRN-2586039 The complaint Mr P has complained that Aviva Insurance Limited declined a backdated unemployment claim he made on his mortgage payment protection insurance (PPI) policy. What happened Mr P was made redundant in April 2019. At that point he did not register as unemployed and he ... (3 pages)View decision -
Decision Reference DRN5526610
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and creditMr S complains about the actions of Bank of Scotland Plc (BOS) when he was the victim of a scam in which he was tricked into buying a stolen car. background The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some key events here. O... (3 pages)View decision
