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 369227 results
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Decision Reference DRN-5285327
20 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5285327 The complaint Mr and Mrs H complain that U K Insurance Limited trading as Churchill, has made an unfair claim decision with regards to a claim made on their building’s insurance. What happened The details of this complaint and Churchill’s claim decision are well known to bot... (3 pages)View decision -
Decision Reference DRN-5340987
20 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5340987 The complaint X complains that Revolut Ltd hasn’t refunded the money he lost when he fell victim to a scam. What happened X had been looking for work, and was contacted on a mobile messaging service by someone saying they had a job offer for him. X was told this job was to ... (5 pages)View decision -
Decision Reference DRN-5290436
20 Feb 2025 Travelers Insurance Company Limited Not upheldInsuranceDRN-5290436 The complaint Mr M complains that Travelers Insurance Company Limited (“Travelers”) mishandled a clam on his motor trade insurance policy. What happened Mr M is a sole trader who runs a vehicle repair business. From about 2018, Mr M’s son helped in the business. Mr M used a... (2 pages)View decision -
Decision Reference DRN-5290333
20 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5290333 The complaint Mr F complains that Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr F was contacted by someone on social media about an investment opportunity. He was advised to use Revolut to exchange his m... (2 pages)View decision -
Decision Reference DRN-5132190
20 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5132190 The complaint Mr F complains that HSBC UK Bank Plc has not refunded the money he lost to what he believes was a scam. What happened In September 2022 Mr F purchased various tickets to sporting events via a third party which sourced and sold tickets, I’ll call this third par... (3 pages)View decision -
Decision Reference DRN-4874525
20 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4874525 The complaint Mr S complains that Santander UK Plc won’t reimburse the money he says he lost to a scam. He is also unhappy with how Santander has handled his claim. What happened In July 2023 Mr S bought an engine from a company which sold vehicle spares – I’ll call that co... (4 pages)View decision -
Decision Reference DRN-5003459
20 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5003459 The complaint Mr H complains that Santander UK Plc (“Santander”) won’t refund a payment he didn’t make or otherwise authorise. What happened The full details of this complaint are well known to both parties and have been previously set out by the investigator. So, I won’t r... (3 pages)View decision -
Decision Reference DRN-5124492
20 Feb 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5124492 The complaint Mr W complains that Kroo Bank Ltd (‘Kroo’) won’t refund a payment he made as part of a scam. What happened Mr W was the victim of an impersonation scam, where he was persuaded to make a card payment for £4,900.00 to ‘Worldremit Ltd’ to keep his money safe. Havi... (2 pages)View decision -
Decision Reference DRN-5344805
20 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5344805 The complaint Mrs M complains that Nationwide Building Society wrongly noted on her account that she was incapable of managing her affairs and caused her distress by not allowing her to withdraw money. Her daughter and attorney, Ms M, represents her. What happened In Februar... (3 pages)View decision -
Decision Reference DRN-5344933
20 Feb 2025 JLT Wealth Management Limited Not upheldPensions and AnnuitiesDRN-5344933 The complaint Mr P complained about advice he was given to transfer the benefits of a deferred defined- benefit (DB) pension scheme to a personal pension plan, in 2012. He says the advice was unsuitable for him and believes this has caused him a financial loss. JLT Wealth Ma... (7 pages)View decision
