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 371633 results
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Decision Reference DRN-4887873
6 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4887873 Complaint Mr J is unhappy that Revolut Ltd didn’t refund him after he fell victim to a scam. Background One evening in May 2023, Mr J received a phone call from a withheld number. The caller told him that they worked for the Financial Conduct Authority (FCA). They told Mr J ... (8 pages)View decision -
Decision Reference DRN-5007696
6 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5007696 The complaint Miss P is unhappy that Revolut Ltd (Revolut) won’t refund the money she lost after falling victim to an impersonation scam. What happened I issued my provisional decision on this complaint on 15 August 2024. I wanted to give both sides a chance to provide any ... (13 pages)View decision -
Decision Reference DRN-4748746
6 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4748746 The complaint Mr W complains TSB Bank PLC (“TSB”) refuses to refund him for transactions on his account which he says were carried out by the joint account holder without his consent. What happened Mr W says at the end of 2022 he noticed his wife emptied their TSB joint acco... (2 pages)View decision -
Decision Reference DRN-5007646
6 Sep 2024 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-5007646 The complaint Mr G has complained that he was advised to switch an existing personal pension into a self- invested personal pension (‘SIPP’) with AJ Bell Management Limited (‘AJ Bell’). He complains he was advised to make an investment in his pension which he says has lost i... (30 pages)View decision -
Decision Reference DRN-4938317
6 Sep 2024 Arch Insurance (UK) Limited Not upheldInsuranceDRN-4938317 The complaint Mr T has complained that Arch Insurance (UK) Limited unfairly declined his claim. All reference to Mr T includes any submissions made on his behalf by his representative. What happened Mr T held an income protection insurance policy, underwritten by Arch. In 2023,... (2 pages)View decision -
Decision Reference DRN-4706878
6 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4706878 The complaint Mr L complains Barclays Bank UK PLC (“Barclays”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr L says his phone was stolen on 14 July 2023 near Hammersmith while he was waiting for a taxi. Mr L cancelled his... (3 pages)View decision -
Decision Reference DRN-4890156
6 Sep 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4890156 The complaint Mr B has complained that Great Lakes Insurance UK Limited imposed an unfair condition to remove an exclusion from his pet insurance policy. What happened Mr B took out a pet insurance policy with Great Lakes in January 2023 to cover his cat. The policy covered... (2 pages)View decision -
Decision Reference DRN-4958934
6 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4958934 The complaint Mr H is unhappy that Nationwide Building Society have a time limit of 15 months to download account statements in a computable format and with the channels by which Nationwide accept complaints. What happened Mr H is self-employed and completes his annual accou... (2 pages)View decision -
Decision Reference DRN-5002191
6 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5002191 The complaint A limited company, that I will call S, has complained about the rejection of a claim made under the legal expenses section of its business insurance policy with The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (“NFU”). Mr ... (3 pages)View decision -
Decision Reference DRN-4849415
6 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4849415 The complaint Miss J complains Santander UK PLC (“Santander”) refuses to refund her for transactions on her account which she says were fraudulent. What happened Miss J had booked a holiday through a popular booking company, I’ll call them A, and paid a deposit at the time o... (2 pages)View decision
