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 367928 results
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Decision Reference DRN-5056504
19 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5056504 The complaint Mr S complains that Barclays Bank UK PLC (Barclaycard) irresponsibly gave him a credit card and credit limit increases, and this caused him to get into financial difficulties. What happened Barclaycard provided Mr S with a credit card as follows: Date Event Cre... (4 pages)View decision -
Decision Reference DRN-5184676
19 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5184676 The complaint Mr P is unhappy about the service provided by HSBC UK Bank Plc (‘HSBC’ ) in connection with an ISA* transfer. *Individual Savings Account. What happened Mr P held a Help To Buy ISA with another financial business (I’ll call ‘B’) which he wanted to transfer to... (4 pages)View decision -
Decision Reference DRN-5174475
19 Dec 2024 Assicurazioni Generali SpA Not upheldInsuranceDRN-5174475 The complaint Mrs J complains that Assicurazioni Generali SpA (Generali) has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary... (5 pages)View decision -
Decision Reference DRN-5180709
19 Dec 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5180709 The complaint Mrs M has complained, with the help of a professional third party, about the transfer of her Aviva Life & Pensions UK Limited (‘Aviva’) personal pension to a small self-administered scheme (‘SSAS’) in June 2014. Mrs M’s SSAS was subsequently used to invest ... (14 pages)View decision -
Decision Reference DRN-5224077
19 Dec 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-5224077 The complaint Mr R has complained that Starling Bank Limited won’t refund transactions he says he didn’t make or otherwise authorise. What happened Over the course of a few days in spring 2024, Mr R’s Starling account was used for around £2,000 of card payments towards in-ga... (3 pages)View decision -
Decision Reference DRN-5162985
19 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5162985 The complaint A company, which I’ll refer to as M, complains that Aviva Insurance Limited (Aviva) unfairly declined a theft claim made under its Your Office Policy. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a... (3 pages)View decision -
Decision Reference DRN-5049391
19 Dec 2024 Vitality Health Limited Not upheldInsuranceDRN-5049391 The complaint Mr S complains that Vitality Health Limited has asked for his medical information to assess a claim under his private health insurance policy. What happened Mr S has a private health insurance policy with Vitality. The policy started on 15 August 2023. It was ... (2 pages)View decision -
Decision Reference DRN-5224004
19 Dec 2024 American International Group UK Limited UpheldInsuranceDRN-5224004 The complaint The estate of Mr M is unhappy with the way in which American International Group UK Limited (AIG) handled a claim made on a personal accident policy (‘the policy’), after Mr M sadly died, including the percentage of benefit it’s offered to pay under the policy.... (3 pages)View decision -
Decision Reference DRN-5218611
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5218611 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. Mr O has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr O throughout... (6 pages)View decision -
Decision Reference DRN-5160676
19 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5160676 The complaint Mr R complains that Nationwide Building Society (‘Nationwide’) hasn’t reimbursed his full loss after he fell victim to a scam. What happened Mr R says that he encountered an individual I’ll refer to as L in this decision when he advertised his expertise in spo... (6 pages)View decision
