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 368546 results
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Decision Reference DRN-4731318
13 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4731318 Complaint Mrs D has complained that Santander did not reimburse her after she reported losing money in what she now believes to be a scam. Background In 2019, Mrs D was persuaded to invest in bonds issued by a company I’ll refer to as “B.” The company marketed these bonds ... (3 pages)View decision -
Decision Reference DRN-4974543
13 Nov 2024 First Data Europe Limited UpheldBanking and PaymentsDRN-4974543 The complaint M, a limited company, complains that First Data Europe Limited are holding them responsible for several transactions refunded through their merchant terminal that they say they didn’t agree to. What happened M entered into a merchant services agreement with Fi... (3 pages)View decision -
Decision Reference DRN-5050551
13 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5050551 The complaint Miss F complains that Bank of Scotland plc trading as Halifax (“Halifax”) failed to properly account for a deposit, leading to a loss of funds. What happened Miss F explained that she went to a branch of Halifax to deposit cash. She says she took £1,980 with he... (2 pages)View decision -
Decision Reference DRN-5091307
13 Nov 2024 esure Insurance Limited Not upheldInsuranceDRN-5091307 The complaint Miss B and Mr W complaint about how esure Insurance Limited handled a claim on their buildings insurance policy. Reference to esure includes its agents. While this complaint has been brought by both Miss B and Mr W, Mr W has been the party we’ve been correspond... (3 pages)View decision -
Decision Reference DRN-4241688
13 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4241688 The complaint Mr S, via a representative, complains that Revolut Ltd have failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I wil... (3 pages)View decision -
Decision Reference DRN-4930691
13 Nov 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4930691 The complaint Ms H’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with her under Section 140A of the Consumer Cred... (4 pages)View decision -
Decision Reference DRN-5144764
13 Nov 2024 Ashwood Law UpheldPensions and AnnuitiesDRN-5144764 The complaint Mr D complained about advice he was given to transfer the benefits of a defined-benefit (DB) pension to a Section 32 pension scheme. A Section 32 pension is a type of personal pension policy bought from an insurance company using funds from a registered pension... (7 pages)View decision -
Decision Reference DRN-5108824
13 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5108824 The complaint Mrs H and Mr H complain about the price quoted by AXA Insurance UK Plc (“AXA”) to renew their home insurance policy. Mr H has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actions taken, or commen... (3 pages)View decision -
Decision Reference DRN-5118100
13 Nov 2024 Astrenska Insurance Limited UpheldInsuranceDRN-5118100 The complaint Mr and Mrs E complain that Astrenska Insurance Limited trading as Collinson Insurance has turned down a cancellation claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set o... (7 pages)View decision -
Decision Reference DRN-5102428
13 Nov 2024 ReAssure Life Limited Not upheldInsuranceDRN-5102428 The complaint Mrs M and Mr W as trustees of the M Trust complain that ReAssure Life Limited didn’t keep them up to date about the level of premiums and life cover on a 10-year term assurance plan. What happened In 2011, Mrs M took out a 10-year term assurance policy with a b... (3 pages)View decision
