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-4964017
29 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4964017 The complaint Mrs B complains that Bank of Scotland plc trading as Halifax did not refund a series of payments that she says she lost to various scams. What happened Mrs B contacted our service via a representative about several transactions carried out between April and Nov... (3 pages)View decision -
Decision Reference DRN-5061926
29 Oct 2024 Covea Insurance plc UpheldInsuranceDRN-5061926 The complaint Mr T, a sole trader, complains about the handling of his commercial vehicle insurance claim by Covea Insurance plc. What happened The following is intended only as a brief summary of events. Additionally, for the sake of simplicity, even where other parties hav... (3 pages)View decision -
Decision Reference DRN-5096183
29 Oct 2024 Zurich Insurance Company Ltd UpheldInsuranceDRN-5096183 The complaint A limited company, which I will refer to as S, complains about the handling of its commercial motor insurance claim by Zurich Insurance Company Ltd. What happened The following is intended only as a summary of events. Additionally, whilst other individuals and ... (6 pages)View decision -
Decision Reference DRN-5111173
29 Oct 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5111173 The complaint Mrs C is unhappy with the settlement she’s received from Royal & Sun Alliance Insurance Limited (RSA) after making a claim under her home insurance policy. What happened Mrs C has a home insurance policy with RSA. Mrs C’s hob was damaged, so a claim was ma... (4 pages)View decision -
Decision Reference DRN-5110296
29 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5110296 The complaint A company which I’ll refer to as P, complain about the closure of its business current account (the Account) by Barclays Bank UK PLC (Barclays) In bringing this complaint, P is represented by its director who I’ll refer to as Mr W. What happened The background ... (4 pages)View decision -
Decision Reference DRN-4817945
29 Oct 2024 QBE UK Limited Not upheldInsuranceDRN-4817945 The complaint A limited company, which I will refer to as L, complains about the handling of its claim by QBE UK Limited. What happened The following is intended only as a brief summary of events. Additionally, although other parties have been involved, I have largely just r... (3 pages)View decision -
Decision Reference DRN-5015476
29 Oct 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldPensions and AnnuitiesDRN-5015476 The complaint Mrs S has complained about a transfer of her Sun Life Assurance Company of Canada (UK) Limited (Sun Life) personal pension to a small self-administered scheme (SSAS) in April 2015. Mrs S’s SSAS was subsequently used to invest in Llana Beach, a resort developmen... (17 pages)View decision -
Decision Reference DRN-5108831
29 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5108831 The complaint Mr W, through a representative, complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead,... (5 pages)View decision -
Decision Reference DRN-5036742
29 Oct 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5036742 The complaint Mr and Mrs W complain that The Mortgage Works (UK) Plc (“TMW”) dealt unfairly with an overpayment they made. What happened Mr and Mrs W have a buy to let interest-only mortgage with TMW. On 7 February 2024 Mr and Mrs W made a capital repayment to their mortgag... (2 pages)View decision -
Decision Reference DRN-5038561
29 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5038561 The complaint The Insolvency Practitioner complains on behalf of Mr H’s business, O, that National Westminster Bank Plc made an error causing its business account to be restricted. Mr H said this prevented it from trading during a busy part of its year. O requested NatWest p... (4 pages)View decision
