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 366874 results
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Decision Reference DRN-4670505
29 May 2024 Covea Insurance plc Not upheldInsuranceDRN-4670505 The complaint Mr K has complained that Covea Insurance plc declined a claim for unemployment that he made on his credit card payment protection insurance policy. What happened Mr K lost his job in March 2023 and so made a claim on the policy. However, it was declined by Covea o... (2 pages)View decision -
Decision Reference DRN-4704464
29 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4704464 The complaint Mr and Mrs J have complained that it is unfair that National Westminster Bank Plc “NatWest” doesn’t pay credit interest on their fee-paying Premier Reward Black account. What happened Mr and Mrs J complained to NatWest and questioned how NatWest deemed it to be fa... (3 pages)View decision -
Decision Reference DRN-4800148
29 May 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4800148 The complaint Mr H complains Liverpool Victoria Insurance Company Limited (“LV”) didn’t treat him fairly when he made a claim against his motor insurance policy. What happened Mr H had a motor insurance policy with LV. On 16 August 2023 Mr H was in a car accident and made a cla... (2 pages)View decision -
Decision Reference DRN-4822062
29 May 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4822062 The complaint Mr C complains about the way Ocaso SA, Compania de Seguros y Reaseguros (“Ocaso”) handled a claim under a buildings insurance policy. Mr C is being represented in this case. For ease of reading, in this decision I’ll refer to both Mr C and his representative as “M... (4 pages)View decision -
Decision Reference DRN-4500696
29 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4500696 The complaint Mrs N complains that a chargeback she raised with Nationwide Building Society (“NBS”) wasn’t successful. She says she followed NBS’ advice, but she’s not received the refund she’s entitled to. Mrs N is represented in her complaint. For ease of reading, any referen... (5 pages)View decision -
Decision Reference DRN-4771955
29 May 2024 Santander UK Plc Not upheldInvestmentsDRN-4771955 The complaint Mr H has complained that he thought Santander UK Plc (‘Santander’) was looking after his investment on his behalf. But he thinks that this has not happened as the investment lost a lot of money. He would like Santander to return the money that he has lost. What ha... (4 pages)View decision -
Decision Reference DRN-4803543
29 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4803543 The complaint Miss B complains that HSBC UK Bank Plc has registered a default marker against her credit record in respect of a credit card debt. What happened In June 2023 as Miss B was having difficulty in meeting her financial commitments she contacted HSBC to look to reach a... (4 pages)View decision -
Decision Reference DRN-4535538
29 May 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-4535538 The complaint Mr B complains that The Mortgage Works (UK) Plc (TMW) carried out a second valuation on his property unnecessarily which led to his mortgage offer being withdrawn. Mr B got a Structural Engineer’s report at TMW’s request, but Mr B says TMW didn’t review this as th... (5 pages)View decision -
Decision Reference DRN-4680980
29 May 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4680980 The complaint Mr Z is unhappy that Revolut Ltd withdrew money from his account without his consent and with the service he received from Revolut surrounding this. What happened To briefly summarise: Mr Z noticed that approximately £57,250 was missing from his Revolut account. M... (3 pages)View decision -
Decision Reference DRN-4725048
29 May 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4725048 The complaint In 1999 Mr H and Mr M (‘the complainants’) purchased a commercial property investment into their jointly held Self-Invested Personal Pension (‘SIPP’). The SIPP has been administered by James Hay Administration Company Ltd trading as James Hay Partnership (‘JHP’). ... (8 pages)View decision
