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 370904 results
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Decision Reference DRN-5103421
6 Nov 2024 Northern Bank Limited Not upheldBanking and PaymentsDRN-5103421 The complaint Mr F complains that Northern Bank Limited trading as Danske Bank (‘Danske’) didn’t do enough to protect him when he fell victim to an investment recovery scam. What happened In late 2017, Mr F was cold called by a merchant purporting to offer binary options inv... (4 pages)View decision -
Decision Reference DRN-5103469
6 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5103469 The complaint Mr F complains that Santander UK Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened In late 2017, Mr F was cold called by a merchant purporting to offer binary options investments. He understood this merchant was regula... (5 pages)View decision -
Decision Reference DRN-5103380
6 Nov 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-5103380 The complaint Mr F complains that Northern Bank Limited trading as Danske Bank (‘Danske’) didn’t do enough to protect him when he fell victim to an investment scam. What happened In late 2017, Mr F was cold called by a merchant purporting to offer binary options investments... (5 pages)View decision -
Decision Reference DRN-4801248
6 Nov 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4801248 The complaint Mr R complains that American Express Services Europe Limited won’t refund to him the £40 that he paid to an airline. What happened Mr R used his American Express credit card in November 2023 to pay £40 to an airline for an upgrade on a flight. He missed the fli... (3 pages)View decision -
Decision Reference DRN-5009909
6 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5009909 The complaint Mr C complains that Nationwide Building Society (NWide) won’t refund money he lost in a job scam. What happened What Mr C says: Mr C was looking for a job on LinkedIn and someone contacted him on WhatsApp about a job opportunity. He was offered the job – which ... (4 pages)View decision -
Decision Reference DRN-5122291
6 Nov 2024 Skyline Direct Limited UpheldConsumer CreditDRN-5122291 The complaint Ms F complains through a representative that Skyline Direct Limited (“Skyline”) provided her with loans she couldn’t afford to repay, and Skyline would’ve known that if it had carried out proportionate checks. What happened A summary of Ms F’s borrowing can be... (8 pages)View decision -
Decision Reference DRN-4997358
6 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4997358 The complaint Mr H complains that Santander UK Plc (Santander) won’t refund a cash difference. What happened What Mr H says: Mr H wanted to draw out cash of £16,700 to complete a business purchase. He called Santander in advance of collecting the cash. On 22 April 2024, he w... (3 pages)View decision -
Decision Reference DRN-5127307
6 Nov 2024 Zurich Assurance Ltd UpheldInsuranceDRN-5127307 The complaint Mr S complains about the way that Zurich Assurance Ltd handled a claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the ... (5 pages)View decision -
Decision Reference DRN-4866345
6 Nov 2024 Pendragon Finance and Insurance Services Limited Not upheldInsuranceDRN-4866345 The complaint Mr R complains Pendragon Finance and Insurance Services Limited mis-sold him a tyre and alloy wheel policy. What happened Mr R bought a vehicle which came with, amongst other things, a tyre and alloy wheel insurance policy. Mr R says he’s had issues with the ve... (3 pages)View decision -
Decision Reference DRN-5119327
6 Nov 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5119327 The complaint Miss Z complains about Haven Insurance Company Limited’s actions after it had cancelled her car insurance policy and declined her claim. Haven has since confirmed it avoided the policy. What happened Miss Z took out a car insurance policy in December 2022. In M... (6 pages)View decision
