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 367300 results
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Decision Reference DRN-4784606
11 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4784606 The complaint Mr and Mrs M complain about the decline of their home insurance claim by Aviva Insurance Limited. Aviva are the underwriters (insurers) of this policy. Part of this complaint concerns the actions of the Aviva’s appointed agents. As Aviva have accepted they are ... (4 pages)View decision -
Decision Reference DRN-5104782
11 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5104782 The complaint Mr H complains that HSBC UK Bank Plc (‘HSBC’) should pay more compensation to reflect the impact on him when its online banking facilities were unavailable and he needed to make urgent payments. What happened Mr H explained that he needed to make urgent transf... (3 pages)View decision -
Decision Reference DRN-4718347
11 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4718347 The complaint Mr P complains that Bank of Scotland plc trading as Halifax won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr P has explained that he was gifted some funds by his father and was considering wh... (6 pages)View decision -
Decision Reference DRN-4926043
11 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4926043 The complaint Mrs H and Mr W are unhappy that Aviva Life & Pensions UK Limited have declined a claim they made on a life insurance policy. What happened Mr W has a life insurance policy which will pay a benefit for terminal illness. In 2023 Mr W made a claim on the polic... (2 pages)View decision -
Decision Reference DRN-5138469
11 Nov 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-5138469 The complaint Mr and Mrs G complain that Kensington Mortgage Company Limited hasn’t applied overpayments to their mortgage correctly. They also complain that Kensington has unfairly prevented them from taking out a new interest rate on their mortgage, and hasn’t provided the... (6 pages)View decision -
Decision Reference DRN-4915519
11 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4915519 The complaint Mr S is unhappy that Barclays Bank UK PLC won’t refund the money he lost as a result of a scam. What happened Below is a list of the transactions Mr S has identified as fraudulent (the payments were all card transactions and went to two different merchants): Pa... (4 pages)View decision -
Decision Reference DRN-4918650
11 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4918650 The complaint Mr T complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost when he says he fell victim to a scam. What happened Mr T says that he was introduced to an investment opportunity which involved investing in property/real estate with a compa... (3 pages)View decision -
Decision Reference DRN-4813391
11 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4813391 The complaint Mr S is unhappy that Revolut Ltd won’t refund the money he lost as the result of a scam. What happened Below is a list of the transactions Mr S has identified as fraudulent (the payments were all card transactions and went to three different merchants): Payment... (4 pages)View decision -
Decision Reference DRN-4769454
11 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4769454 The complaint Mr T complains that Santander UK Plc (‘Santander’) won’t refund the money he lost when he says he fell victim to a scam. What happened Mr T says that he received marketing information from an introducer in respect of an investment opportunity with a company I’... (3 pages)View decision -
Decision Reference DRN-5128105
11 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5128105 The complaint Mr and Mrs A complain about how Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim she made on her home insurance policy. Mrs A brought the complaint to this service so I will refer to her throughout my decision. RSA are the... (7 pages)View decision
