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 375119 results
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Decision Reference DRN-5267625
16 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5267625 The complaint Mrs R complains that NewDay Ltd trading as Aquacard (NewDay) was irresponsible to open a credit account for her and to later increase the credit limit. Mrs R has brought her complaint via a representative but I will refer to her throughout for simplicity. Wha... (5 pages)View decision -
Decision Reference DRN-5200781
16 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5200781 The complaint Mr H complains that Aviva Insurance Limited declined his travel insurance claim. What happened Mr H has travel insurance through a bank which covers him and his family. Aviva is the insurer. In April 2024 Mr H and his family were abroad at a well-known locati... (4 pages)View decision -
Decision Reference DRN-5206953
16 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5206953 The complaint Miss A is unhappy that TSB Bank plc won’t reimburse her for a payment she made wherein she never received the goods that she’d paid for. What happened Miss A made a payment from her TSB account to a money transfer service from where she made a payment to a merc... (3 pages)View decision -
Decision Reference DRN-5214258
16 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5214258 The complaint Mr K is unhappy that Bank of Scotland plc trading as Halifax didn’t refund him after he told it he had fallen victim to a scam. Mr K is represented in this matter by a claims management company, but for ease of reading I’ll only refer to Mr K in this decision. ... (4 pages)View decision -
Decision Reference DRN-5186652
16 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5186652 The complaint Mr S complains that Accredited Insurance (Europe) Ltd (AI) paid out on a claim to a third- party for an incident he says didn’t happen. References to AI include other organisations and individuals acting on its behalf. What happened Another driver made a claim ... (3 pages)View decision -
Decision Reference DRN-5254040
16 Jan 2025 Sublime Business Financial Advisers Ltd UpheldPensions and AnnuitiesDRN-5254040 The complaint Mr M complains that he was given unsuitable advice to transfer two defined benefit (DB) pension schemes to personal pension plan arrangements. The first pension was transferred in 2018 and the second took place in 2019. Sublime Business Financial Advisers Limit... (12 pages)View decision -
Decision Reference DRN-5152432
16 Jan 2025 Cofunds Limited Not upheldInvestmentsDRN-5152432 The complaint The estate of Mrs B complained about Cofunds Limited (Cofunds) trading as Aegon. The representative of the estate said Cofunds didn’t act fairly when they tried to settle Mrs B’s accounts. They would like Cofunds to put things right. The estate of Mrs B has be... (3 pages)View decision -
Decision Reference DRN-4997036
16 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4997036 The complaint Mrs T complains that holiday accommodation she booked was not of a satisfactory standard. Because she paid for the accommodation with her credit card, issued by Nationwide Building Society, she says that she has a claim against it in the same way as she has a c... (3 pages)View decision -
Decision Reference DRN-4973025
16 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4973025 The complaint Mrs A complains Sainsbury’s Bank Plc unfairly declined her chargeback claims and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened In June 2023 Mrs A made three payments to a... (3 pages)View decision -
Decision Reference DRN-5236678
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5236678 The complaint Miss K complains that Barclays Bank UK PLC closed her account and returned £950 to the remitting bank. What happened Miss K had an account with Barclays. In June 2023, Barclays wrote to Miss K to say it was going to restrict access to the account while it carri... (2 pages)View decision
