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 381082 results
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Decision Reference DRN-5185720
12 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5185720 The complaint Mrs H complains Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly declined a claim she made on a pet insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll pr... (3 pages)View decision -
Decision Reference DRN-5151284
12 Dec 2024 Quidie Limited UpheldConsumer CreditDRN-5151284 Complaint Mr P is unhappy that Quidie Limited allowed someone to take out a loan in his name. Background In September 2018, Mr P became the victim of fraud. A third party managed to take control of his bank account and, amongst other actions, applied for a £200 loan with Qui... (2 pages)View decision -
Decision Reference DRN-5172974
12 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5172974 The complaint Ms O complains about the quality of a car she has been financing through an agreement with Santander Consumer (UK) Plc (Santander). Ms O has been represented throughout this complaint. As the account is in her name, I will only refer to Ms O in this decision. I... (3 pages)View decision -
Decision Reference DRN-5129680
12 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5129680 The complaint Mrs W complains that HDI Global Specialty SE (HDI) incorrectly recorded her claim as subsidence on her home insurance policy. What happened In August 2023, Mrs W made a claim on her home insurance policy following some cracks appearing in the external render o... (3 pages)View decision -
Decision Reference DRN-5180142
12 Dec 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5180142 The complaint Mr I complains about St. James’s Place Wealth Management Plc (SJP). He’s unhappy that his investments with SJP went down in value and thinks they failed in their duty of care towards him. What happened Mr I was an advisory client of SJP and in 2020 he spoke to ... (6 pages)View decision -
Decision Reference DRN-5207622
12 Dec 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5207622 The complaint Mr C, with the help of a claims management company (CMC), has complained about a transfer from his Scottish Widows Limited (Scottish Widows) pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in November 2014. The QROPS was subsequent... (15 pages)View decision -
Decision Reference DRN-5158530
12 Dec 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5158530 The complaint Mr S is unhappy with the way Red Sands Insurance Company (Europe) Limited handled a claim made under a travel insurance policy (‘the policy’). What happened At the end of July 2023, Mr S cancelled a pre-booked holiday (which he’d fully paid for) because he was... (4 pages)View decision -
Decision Reference DRN-4962976
12 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4962976 The complaint Mr T complains that Barclays Bank UK PLC (“Barclays”) won’t refund in full money he lost when he fell victim to an investment scam. Mr T is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well-known ... (3 pages)View decision -
Decision Reference DRN-5208272
12 Dec 2024 Lendable Ltd UpheldConsumer CreditDRN-5208272 The complaint CX complains about several matters involving Lendable Ltd. Their main complaint is that Lendable has failed to make a reasonable adjustment for a visual impairment they have. In line with the complainant’s request, I will refer to the complainant as ‘they’ ‘th... (3 pages)View decision -
Decision Reference DRN-4865193
12 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4865193 The complaint Mr W complains that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent the loss he suffered when he sent payments to one of their customer’s accounts as the result of a scam. What happened The detailed background to this complaint is well kno... (2 pages)View decision
