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-4776187
31 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4776187 The complaint Mr R is unhappy that Santander UK Plc won’t reimburse him after he fell victim to a scam. What happened In September 2021 Mr R was introduced to an investment opportunity by someone he considered a friend. This friend said they had made profits by investing th... (5 pages)View decision -
Decision Reference DRN-4545127
31 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4545127 The complaint Miss W complains that Revolut Ltd won’t refund the money she lost because of a scam. What’s happened? On 27 September 2023, Miss W received a text message telling her that a delivery she was expecting needed to be rescheduled. Miss W clicked the link provided ... (8 pages)View decision -
Decision Reference DRN-4778345
31 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4778345 The complaint Mr and Mrs R are unhappy that Santander UK Plc won’t reimburse them after they fell victim to a scam. What happened Mr R was introduced to an investment opportunity by someone he considered a friend. This friend said they had made profits by investing through ... (5 pages)View decision -
Decision Reference DRN-4808766
31 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4808766 The complaint Mr T complains that Nationwide Building Society didn’t fairly deal with a claim he made under Section 75 (S75) of the Consumer Credit Act 1974 (the ‘CCA’) in relation to a purchase he made with a supplier. What happened Our investigator has outlined Mr T’s comp... (3 pages)View decision -
Decision Reference DRN-5085314
31 Oct 2024 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-5085314 The complaint Mr K complains about the service received from Al Rayan Bank PLC (“Al Rayan”) regarding the access to and transfer of his ISA with it to another provider. What happened Mr K holds an ISA with Al Rayan. Al Rayan wrote to Mr K in February 2020 advising that as t... (3 pages)View decision -
Decision Reference DRN-5055103
31 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5055103 The complaint Mr and Mrs M complain that Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim for damage caused by an escape of water, under their home buildings insurance policy. Mr and Mrs M are represented by their daughter Mrs M, whom I’ll refer to in my d... (2 pages)View decision -
Decision Reference DRN-5033425
31 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5033425 The complaint Mrs W has complained that Santander UK Plc (“Santander”) hasn’t refunded the money she lost as part of a scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points ... (4 pages)View decision -
Decision Reference DRN-5056227
31 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5056227 The complaint Mr H complains that Admiral Insurance (Gibraltar) Limited mishandled his motor insurance policy. What happened For the year from early November 2023, Mr H had two cars insured on a multi-car policy with Admiral. In May 2024, Mr H called Admiral, got a quotati... (3 pages)View decision -
Decision Reference DRN-4639463
31 Oct 2024 Hargreaves Lansdown Advisory Services Limited Not upheldPensions and AnnuitiesDRN-4639463 The complaint Mr G complains about the pension advice he received from Hargreaves Lansdown Advisory Services Limited (‘HLAS’). Mr G states that the fund performance should match the projections provided by HLAS, and that HLAS are liable for the losses he has incurred as a re... (10 pages)View decision -
Decision Reference DRN-4615586
31 Oct 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4615586 The complaint Mr R complains that the car he acquired financed through a hire purchase agreement with First Response Finance Ltd wasn’t of satisfactory quality. What happened On 12 May 2022 Mr R acquired a car financed through a hire purchase agreement with First Response. M... (2 pages)View decision
