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-5065451
31 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5065451 The complaint Mrs W has complained that Starling Bank Limited (“Starling”) hasn’t refunded what she lost after falling victim to an impersonation 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’l... (3 pages)View decision -
Decision Reference DRN-5116837
31 Oct 2024 Covea Insurance plc UpheldInsuranceDRN-5116837 The complaint Mr H has complained about the handling of a claim under a property owners insurance policy by Covea Insurance Plc. What happened The insurance policy was taken out by the management company of the risk address where Mr H resides, for the benefit of the property... (2 pages)View decision -
Decision Reference DRN-5095525
31 Oct 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5095525 The complaint Mr A is unhappy that Aviva Life & Pensions UK Limited declined a claim he made on his life insurance policy. He claimed for permanent and total disability due to visual impairment and sarcoidosis. What happened Mr A has a life insurance policy which also of... (4 pages)View decision -
Decision Reference DRN-4776187
31 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4776187 The complaint Mr R is unhappy that Santander UK Plc won’t reimburse him after he fell victim to a scam. What happened In September 2021 Mr R was introduced to an investment opportunity by someone he considered a friend. This friend said they had made profits by investing th... (5 pages)View decision -
Decision Reference DRN-4545127
31 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4545127 The complaint Miss W complains that Revolut Ltd won’t refund the money she lost because of a scam. What’s happened? On 27 September 2023, Miss W received a text message telling her that a delivery she was expecting needed to be rescheduled. Miss W clicked the link provided ... (8 pages)View decision -
Decision Reference DRN-4778345
31 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4778345 The complaint Mr and Mrs R are unhappy that Santander UK Plc won’t reimburse them after they fell victim to a scam. What happened Mr R was introduced to an investment opportunity by someone he considered a friend. This friend said they had made profits by investing through ... (5 pages)View decision -
Decision Reference DRN-4808766
31 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4808766 The complaint Mr T complains that Nationwide Building Society didn’t fairly deal with a claim he made under Section 75 (S75) of the Consumer Credit Act 1974 (the ‘CCA’) in relation to a purchase he made with a supplier. What happened Our investigator has outlined Mr T’s comp... (3 pages)View decision -
Decision Reference DRN-5085314
31 Oct 2024 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-5085314 The complaint Mr K complains about the service received from Al Rayan Bank PLC (“Al Rayan”) regarding the access to and transfer of his ISA with it to another provider. What happened Mr K holds an ISA with Al Rayan. Al Rayan wrote to Mr K in February 2020 advising that as t... (3 pages)View decision -
Decision Reference DRN-5055103
31 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5055103 The complaint Mr and Mrs M complain that Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim for damage caused by an escape of water, under their home buildings insurance policy. Mr and Mrs M are represented by their daughter Mrs M, whom I’ll refer to in my d... (2 pages)View decision -
Decision Reference DRN-5033425
31 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5033425 The complaint Mrs W has complained that Santander UK Plc (“Santander”) hasn’t refunded the money she lost as part of a 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 summarise the key points ... (4 pages)View decision
