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 364422 results
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Decision Reference DRN-4800580
27 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4800580 The complaint Mr D says Santander UK Plc (“Santander”), didn’t do enough to help when he fell victim to an ‘authorised push payment’ (“APP”) impersonation scam. He says Santander should reimburse him for the money he lost. What happened As both parties are familiar with the cir... (4 pages)View decision -
Decision Reference DRN-4733448
27 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4733448 The complaint Mr H complains about how Aviva Insurance Limited (Aviva) handled a claim under his Motor Caravan Insurance Policy for the loss of his camper van. References to Aviva in this decision include their agents. What happened In October 2023 Mr H’s three year old camper ... (4 pages)View decision -
Decision Reference DRN-4876509
27 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4876509 The complaint Mr D says Wise Payments Limited (“Wise”), didn’t do enough to help when he fell victim to an ‘authorised push payment’ (“APP”) impersonation scam. He says Wise should reimburse him for the money he lost. What happened As both parties are familiar with the circumst... (4 pages)View decision -
Decision Reference DRN-4823752
27 Jun 2024 Santander UK Plc UpheldInvestmentsDRN-4823752 The complaint Mrs R has complained about the delays she experienced when transferring her ISA account to Santander UK Plc (‘Santander’). She says the delays were caused by Santander and is seeking financial compensation for the losses incurred because of those delays. What happ... (6 pages)View decision -
Decision Reference DRN-4700804
27 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4700804 The complaint Mr C has complained about difficulties he experienced using his credit card and the customer service he received from Starling Bank Limited. What happened Mr C has a credit card account with Starling. He complained to Starling about the following issues: There se... (3 pages)View decision -
Decision Reference DRN-4543947
27 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4543947 The complaint Miss C complains Royal & Sun Alliance Insurance Limited have handled a home insurance claim poorly. RSA’s been represented by contractors for parts of the claim. For simplicity at times, I’ve referred to the agents’ actions as being RSA’s own. In other places ... (4 pages)View decision -
Decision Reference DRN-4769441
27 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4769441 The complaint Mr S complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. What happened Mr S was looking for an investment opportunity and found a company online I’ll call ‘X’. He was assigned a personal account manager who helped him make trades. ... (3 pages)View decision -
Decision Reference DRN-4745686
27 Jun 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4745686 The complaint Miss E complains about how Advantage Insurance Company Limited dealt with a claim on her car insurance policy. What happened Miss E’s car was parked when it was hit by another car, so Miss E claimed on her policy with Advantage. Miss E told Advantage there was CCT... (2 pages)View decision -
Decision Reference DRN-4621803
27 Jun 2024 Skipton Building Society Not upheldBanking and PaymentsDRN-4621803 The complaint Mrs T has complained that Skipton Building Society (“Skipton”) has not done enough to locate a passbook account. What happened Mrs T recently discovered an old passbook – with the last entry showing a balance of around £2,000 – with Scarborough Building Society (w... (2 pages)View decision -
Decision Reference DRN-4743007
27 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4743007 The complaint Mrs S, on behalf of the estate of the late Mr S, complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. For the purposes of this decision, I will mostly refer to Mr S instead of the estate of the late Mr S. What happened Mr S found an... (4 pages)View decision
