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 365917 results
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Decision Reference DRN-4891937
27 Sep 2024 Unum Ltd Not upheldInsuranceDRN-4891937 The complaint Mrs M is unhappy with Unum Limited’s decision to stop paying her income protection claim. What happened Mrs M has income protection with Unum through her employer. In May 2022, Mrs M discovered she had breast cancer and was therefore unable to work whilst she w... (4 pages)View decision -
Decision Reference DRN-4661479
27 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4661479 The complaint Mr A complains that Starling Bank Limited are being unreasonable in not removing a marker with the fraud prevention agency CIFAS against his name. What happened Mr A held an account with Starling. In September 2023 the account received two payments that were l... (2 pages)View decision -
Decision Reference DRN-5011646
27 Sep 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5011646 The complaint Dr M complains about the decision of Mulsanne Insurance Company Limited to decline a motor insurance claim. What happened The following is intended only as a brief summary of events. Dr M had motor insurance policy providing cover for a car. The policy was unde... (2 pages)View decision -
Decision Reference DRN-5048218
27 Sep 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-5048218 The complaint Ms C complains that after she made a claim on her motor insurance policy, Tesco Underwriting Limited didn’t adhere to the total loss settlement terms it had set out. What happened Ms C’s policy covered the car she had on a lease arrangement - under which she p... (3 pages)View decision -
Decision Reference DRN-5005910
27 Sep 2024 Next Retail Limited Not upheldConsumer CreditDRN-5005910 The complaint Mrs H complains that Next Retail Limited didn’t provide her with the service it should have after she returned items. She says she has paid for items she doesn’t have, and her credit file has been affected. Mrs H wants her account to be closed with all charges ... (2 pages)View decision -
Decision Reference DRN-5040437
27 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5040437 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to an employment scam. Mr G is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both partie... (3 pages)View decision -
Decision Reference DRN-5017496
27 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5017496 The complaint Ms M’s and Mr S’ complaint is that Nationwide Building Society unfairly decided to close their account. As the main complainant, for ease I’ll mainly refer to Mr S in my decision. What happened This complaint is linked with another that Mr S has brought to us a... (3 pages)View decision -
Decision Reference DRN-4831072
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4831072 The complaint Miss L has complained that Revolut Ltd (“Revolut”) have failed to refund the money she 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 will fo... (3 pages)View decision -
Decision Reference DRN-5042498
27 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5042498 The complaint Mr B complains that National Westminster Bank Plc sent him an OTP (one time passcode) for a financial transaction he didn't undertake and that it has failed to explain why. What happened In November 2023, Mr B commenced making a purchase online for around ... (2 pages)View decision -
Decision Reference DRN-4946997
27 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4946997 The complaint Mr P has complained that Accredited Insurance (Europe) Limited (‘Accredited’) declined his escape of water claim under his home insurance policy. What happened Mr P purchased his property in 2023. In December 2023, Mr P unfortunately experienced an escape of w... (4 pages)View decision
