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 370149 results
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Decision Reference DRN-5111953
29 Oct 2024 Unum Ltd Not upheldInsuranceDRN-5111953The complaint Ms X is unhappy that Unum Limited declined a claim under a group income protection insurance policy and with the service she received when considering that\<br />View decision
claim. What happened Ms X was signed off work by her GP in May 2022 with high blood pressure and wor... (7 pages) -
Decision Reference DRN-4976188
29 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4976188 The complaint Miss C complains that Santander UK Plc won’t reimburse her after she lost money to an investment – that she now considers to have been a scam. Miss C is represented in bringing this complaint by her father, but for ease of reference, I’ll refer to all submissio... (7 pages)View decision -
Decision Reference DRN-4949651
29 Oct 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4949651 The complaint Mr B complains that Scottish Widows Limited has not provided a satisfactory explanation for the significant loss in value of his personal pension policy. What happened Mr B had a stakeholder pension plan with Scottish Widows. He commenced the plan in 2014 and ... (4 pages)View decision -
Decision Reference DRN-4717917
29 Oct 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4717917 The complaint Mr G complains about the quality of a car he was supplied with by CA AUTO FINANCE UK LTD (“CA”) under a finance agreement (“agreement”) and that the agreement had been mis- sold to him. What happened On 27 May 2023 Mr G entered into an agreement with CA for a c... (4 pages)View decision -
Decision Reference DRN-4833105
29 Oct 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4833105 The complaint Mr P and Mrs P complain about Red Sands Insurance Company (Europe) Limited’s (Red Sands) decision to decline a claim made under their buildings insurance policy. Any references to Red Sands include its agents. Mr P and Mrs P are represented by Mrs D. What hap... (3 pages)View decision -
Decision Reference DRN-5036170
29 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5036170 The complaint Ms T complains Tesco Personal Finance PLC, trading as “Tesco Bank” refuses to refund her for transactions on her account she says she didn’t authorise. What happened Ms T disputes several transactions on her account between 1 June 2023 and 6 June 2023 totalling... (2 pages)View decision -
Decision Reference DRN-5112567
29 Oct 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-5112567 The complaint Miss J complains that PayPal UK Ltd recorded a query marker on her credit file when she asked for help getting a refund on goods she purchased. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I ... (3 pages)View decision -
Decision Reference DRN-5082066
29 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5082066 The complaint Mr N complains that HSBC UK Bank Plc trading as first direct continually blocked his payments to his wife for no apparent reason. What happened Mr N complained that since January 2023 first direct had been regularly stopping a household spending payment he mak... (2 pages)View decision -
Decision Reference DRN-4907889
29 Oct 2024 Virgin Money Unit Trust Managers Ltd Not upheldInvestmentsDRN-4907889 The complaint Mr M complains about delays when making a transfer from his Individual Savings Account (ISA) with Virgin Money Unit Trust Managers Ltd to another provider. What happened In mid-August 2023 Mr M contacted Virgin for an update about a transfer request from his IS... (2 pages)View decision -
Decision Reference DRN-4805297
29 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4805297 The complaint Mrs K complains that Nationwide Building Society did not refund a series of payments she says she lost to a scam. What happened Mrs K says she received unsolicited contact about an investment opportunity with a company I’ll call ‘M for the purposes of this deci... (3 pages)View decision
