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-4721945
4 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4721945 The complaint Mr C complains Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr C has a savings account with Virgin Money. He’s been a customer for many years. Between May 2018 and April 201... (2 pages)View decision -
Decision Reference DRN-4480161
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4480161 The complaint Mrs J complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. Mrs J is being represented by solicitors in this complaint. What happened In June and July 2023, Mrs J made nine transactions totalling just over £5,700 i... (3 pages)View decision -
Decision Reference DRN-5188354
4 Dec 2024 AXIS Specialty Europe SE UpheldInsuranceDRN-5188354 The complaint Mr and Mrs C complain about the way AXIS Specialty Europe SE trading as AXIS Specialty London (AXIS) handled a claim they made under their holiday home contents insurance policy. Reference to AXIS includes those agents acting on its behalf. What happened Mr and... (5 pages)View decision -
Decision Reference DRN-5143105
4 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5143105 The complaint Mrs P complains that Covea Insurance plc took forward and settled another driver’s claim on her motor insurance policy. She wants the claim removed from her record. What happened Mrs P was involved in a minor accident with another driver, and she said neither ... (2 pages)View decision -
Decision Reference DRN-4868481
4 Dec 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4868481 The complaint Mr L has complained about the advice he received from St. James’s Place Wealth Management Plc (‘SJP’) to take out a pension plan. What happened In 1996 Mr and Mrs L met with an adviser from SJP (formerly known as J. Rothschild Assurance) to discuss, amongst ot... (4 pages)View decision -
Decision Reference DRN-4741516
4 Dec 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4741516 The complaint Mr M complains about the quality of a used car he acquired through a hire purchase agreement with MotoNovo Finance Limited (‘MotoNovo’). He says the car isn’t of good quality as it had numerous faults when he acquired it, and these haven’t been properly repaire... (5 pages)View decision -
Decision Reference DRN-5186774
4 Dec 2024 London General Insurance Company Limited UpheldInsuranceDRN-5186774 The complaint Mr M has complained about his parts and labour warranty provider London General Insurance Company Limited (LGI) because it has refused his claim for a failed timing chain which caused catastrophic engine damage. What happened In March 2024, Mr M was driving hi... (6 pages)View decision -
Decision Reference DRN-5188258
4 Dec 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5188258 The complaint Ms M is complaining about Wise Payments Limited because it won’t refund money she lost as the result of fraud. What happened In 2023, Ms M was approached by someone she believed was from a recruitment agency offering online work. She needed to make payments to ... (5 pages)View decision -
Decision Reference DRN-5050369
4 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5050369 The complaint Mr and Mrs B’s complaint relates to mortgage applications they made to Santander UK Plc in 2023. They are unhappy that when the applications were declined, Santander reported information to the National Hunter database. What happened Mr and Mrs B applied for a ... (2 pages)View decision -
Decision Reference DRN-5127905
4 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5127905 The complaint Miss B complains that Legal and General Assurance Society Limited (L&G) hasn’t settled a critical illness claim she made on a life insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve simply set out a s... (4 pages)View decision
