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 370903 results
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Decision Reference DRN-4889478
26 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4889478 The complaint Mr N complains Bank of Scotland plc trading as Halifax is holding him liable for transactions he didn’t authorise. What happened On 5 October 2023, Mr N opened a new account with Halifax. His PIN was sent to his home address the following day. He deposited £1,7... (3 pages)View decision -
Decision Reference DRN-4931514
26 Jul 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4931514 The complaint Ms W complains that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on her home insurance and said the policy was void. Where I refer to RSA, this includes its agents and claims handlers acting on its behalf. What happened Ms W made a claim ... (4 pages)View decision -
Decision Reference DRN-4902410
26 Jul 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4902410 The complaint Mr S complains that J.P. Morgan Europe Limited trading as Chase has asked him for sensitive information about his earnings and restricted his account. He also complains that Chase responded poorly to his complaint. What happened In January 2024 Chase asked Mr S to... (3 pages)View decision -
Decision Reference DRN-4931584
26 Jul 2024 Zurich Insurance PLC UpheldInsuranceDRN-4931584 The complaint Mr I is unhappy with Zurich Insurance PLC’s handling and settlement of a claim he made for damage caused to his home by an escape of water. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full deta... (8 pages)View decision -
Decision Reference DRN-4888835
26 Jul 2024 U K Insurance Limited Not upheldInsuranceDRN-4888835 The complaint Mr T complains about how U K Insurance Limited (UKI) handled a claim for damage to his vehicle following an accident. References to UKI in this decision include their agents. This decision covers UKI as the insurer of the vehicle provided to Mr T under a leas... (4 pages)View decision -
Decision Reference DRN-4814650
26 Jul 2024 First Central Underwriting Limited UpheldInsuranceDRN-4814650 The complaint Mr N complains that First Central Underwriting Limited left him with no choice but to cancel his motor insurance policy, causing him a financial loss. Where I refer to First Central, this includes the actions of its agents and claims handlers for which it take... (3 pages)View decision -
Decision Reference DRN-4812259
26 Jul 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4812259 The complaint Miss T complains Legal and General Assurance Society Limited unfairly terminated her income protection claim. What happened Miss T works as a manager in financial services and is a beneficiary of her employer’s group income protection scheme. She became absent ... (5 pages)View decision -
Decision Reference DRN-4921165
26 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4921165 The complaint Mr Y complains Nationwide Building Society did not tell him the cashback feature on his credit card was being withdrawn. Mr Y says this has caused him to lose out financially. What happened In January 2024 Mr Y called Nationwide to ask about the cashback featu... (3 pages)View decision -
Decision Reference DRN-4868774
26 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4868774 The complaint Mr and Mrs V complain that Nationwide Building Society won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In late 2019, Mr and Mrs V found out about an opportunity to invest in a property development company... (3 pages)View decision -
Decision Reference DRN-4700785
26 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4700785 The complaint Mr W complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr W received a phone call from someone who said they worked for another bank he had an account with. They said his account with t... (4 pages)View decision
