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 364766 results
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Decision Reference DRN-4446020
9 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4446020 The complaint Mr B complains that National Westminster Bank Plc won’t refund money he lost when he fell victim to an investment scam. Mr B is being represented by solicitors in his complaint. What happened The detailed background to this complaint is well known to both parties.... (2 pages)View decision -
Decision Reference DRN-4709989
9 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4709989 The complaint Miss M complains that Advantage Insurance Company Limited provided poor customer service when handling a claim under her motor insurance policy. Where I refer to Advantage, this includes the actions of its agents and claims handlers for which it takes responsibili... (3 pages)View decision -
Decision Reference DRN-4728924
9 Apr 2024 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-4728924 The complaint Mrs R complains about the service provided by Advisory Insurance Brokers Limited (“AIB”) in relation to a claim on her business protection insurance policy. What happened In November 2015 Mrs R took out a commercial combined insurance policy for her business. AIB ... (2 pages)View decision -
Decision Reference DRN-4701176
9 Apr 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4701176 The complaint Miss Z holds a current account with Starling Bank Limited. In December 2023, a fraudster contacted her pretending to be her boss. The fraudster fooled her into buying six electronic giftcards from a well-known chain of shops by saying they were for an incentive sc... (3 pages)View decision -
Decision Reference DRN-4674796
9 Apr 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4674796 The complaint Mr G complains that eBay Commerce UK Ltd, following a transaction he’d made, failed to release his funds. What happened The details of this complaint are well known to both parties, so I will not repeat then again here. The facts are not in dispute so I will focus... (2 pages)View decision -
Decision Reference DRN-4719313
9 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4719313 The complaint Mr K complains that Bank of Scotland plc (trading as Halifax) won’t refund money he lost as a result of an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute,... (2 pages)View decision -
Decision Reference DRN-4728729
9 Apr 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4728729 The complaint Mr S is unhappy that Fairmead Insurance Limited (Fairmead) declined part of his claim following an escape of water. What happened Both parties are familiar with the background to this complaint. So, I’ve set out a summary of what I think are the key events. In Jun... (5 pages)View decision -
Decision Reference DRN-4730499
9 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4730499 The complaint Miss A complains Nationwide Building society blocked and later closed her account and she couldn’t access her funds. She would like to know the reason. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a b... (3 pages)View decision -
Decision Reference DRN-4728501
9 Apr 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4728501 The complaint Mr K has complained, through a representative, that The Royal London Mutual Insurance Society Limited (trading as Refuge Investments Ltd at the time) gave him unsuitable advice to transfer his pensions. What happened One of our investigators considered Mr K’s comp... (2 pages)View decision -
Decision Reference DRN-4534572
9 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4534572 The complaint Mr D is unhappy that Bank of Scotland plc (“BOS”) declined a transaction on his credit card. He’s also unhappy that the bank wanted to speak to him to verify the transaction rather than send a text message. What happened In June 2023 Mr D tried to make a purchase ... (2 pages)View decision
