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 380824 results
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Decision Reference DRN-5103469
6 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5103469 The complaint Mr F complains that Santander UK Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened In late 2017, Mr F was cold called by a merchant purporting to offer binary options investments. He understood this merchant was regula... (5 pages)View decision -
Decision Reference DRN-5103380
6 Nov 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-5103380 The complaint Mr F complains that Northern Bank Limited trading as Danske Bank (‘Danske’) didn’t do enough to protect him when he fell victim to an investment scam. What happened In late 2017, Mr F was cold called by a merchant purporting to offer binary options investments... (5 pages)View decision -
Decision Reference DRN-4801248
6 Nov 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4801248 The complaint Mr R complains that American Express Services Europe Limited won’t refund to him the £40 that he paid to an airline. What happened Mr R used his American Express credit card in November 2023 to pay £40 to an airline for an upgrade on a flight. He missed the fli... (3 pages)View decision -
Decision Reference DRN-5009909
6 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5009909 The complaint Mr C complains that Nationwide Building Society (NWide) won’t refund money he lost in a job scam. What happened What Mr C says: Mr C was looking for a job on LinkedIn and someone contacted him on WhatsApp about a job opportunity. He was offered the job – which ... (4 pages)View decision -
Decision Reference DRN-5122291
6 Nov 2024 Skyline Direct Limited UpheldConsumer CreditDRN-5122291 The complaint Ms F complains through a representative that Skyline Direct Limited (“Skyline”) provided her with loans she couldn’t afford to repay, and Skyline would’ve known that if it had carried out proportionate checks. What happened A summary of Ms F’s borrowing can be... (8 pages)View decision -
Decision Reference DRN-4997358
6 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4997358 The complaint Mr H complains that Santander UK Plc (Santander) won’t refund a cash difference. What happened What Mr H says: Mr H wanted to draw out cash of £16,700 to complete a business purchase. He called Santander in advance of collecting the cash. On 22 April 2024, he w... (3 pages)View decision -
Decision Reference DRN-5127307
6 Nov 2024 Zurich Assurance Ltd UpheldInsuranceDRN-5127307 The complaint Mr S complains about the way that Zurich Assurance Ltd handled a claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the ... (5 pages)View decision -
Decision Reference DRN-4866345
6 Nov 2024 Pendragon Finance and Insurance Services Limited Not upheldInsuranceDRN-4866345 The complaint Mr R complains Pendragon Finance and Insurance Services Limited mis-sold him a tyre and alloy wheel policy. What happened Mr R bought a vehicle which came with, amongst other things, a tyre and alloy wheel insurance policy. Mr R says he’s had issues with the ve... (3 pages)View decision -
Decision Reference DRN-5119327
6 Nov 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5119327 The complaint Miss Z complains about Haven Insurance Company Limited’s actions after it had cancelled her car insurance policy and declined her claim. Haven has since confirmed it avoided the policy. What happened Miss Z took out a car insurance policy in December 2022. In M... (6 pages)View decision -
Decision Reference DRN-5088736
6 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5088736 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money didn’t make him aware of companion vouchers he was entitled to. The vouchers have since expired. What happened Mr S has held a credit card with Virgin Money since around 2017. He’s also been a memb... (3 pages)View decision
