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-5042030
28 Oct 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5042030 The complaint Mr W complains that Inter Partner Assistance SA (IPA) declined his claim against his travel insurance policy. Reference to IPA includes its agents. What happened In summary, Mr W had a single trip travel insurance policy underwritten by IPA in relation to a tr... (4 pages)View decision -
Decision Reference DRN-5090840
28 Oct 2024 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-5090840 The complaint The estate of Ms T complains that Aviva Life & Pensions UK Limited mis-sold the late Ms T a lifetime mortgage. The estate also complains that Aviva has unfairly taken legal action to repossess the mortgaged property following Ms T’s death. The complaint is ... (4 pages)View decision -
Decision Reference DRN-5081494
28 Oct 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5081494 The complaint Mr and Mrs C complain about how Clydesdale Bank Plc trading as Virgin Money dealt with an overpayment. What happened Mr and Mrs C had an offset mortgage with Virgin Money. The mortgage was on two-year tracker mortgage product. They contacted the bank to pay a l... (2 pages)View decision -
Decision Reference DRN-5109068
28 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5109068 The complaint Mrs P and Mr P are unhappy with several aspects of the service they received from Nationwide Building Society surrounding restrictions applied to their account. What happened Mrs P and Mr P found that they were unable to use their Nationwide debit card. They c... (3 pages)View decision -
Decision Reference DRN-4983626
28 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4983626 The complaint Miss O complains that Revolut Ltd didn’t do enough to help her when she fell victim to a scam. Miss O considers Revolut ought to have done more to recover her funds obtained by fraudulent means. What happened The details of this complaint are well known to both... (3 pages)View decision -
Decision Reference DRN-5036455
28 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5036455 The complaint Mr E complains that Aviva Insurance Limited recorded a theft claim on his motor insurance policy as a fault. He’s also unhappy that he couldn’t buy back the car and that his premiums increased at renewal. What happened Mr E’s car was stolen, and he made a clai... (2 pages)View decision -
Decision Reference DRN-5108731
28 Oct 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-5108731 The complaint Mr F is unhappy with a car he acquired using a hire purchase agreement provided by Secure Trust Bank Plc trading as Moneyway. What happened At the beginning of June 2023, Mr F acquired a used car using a hire purchase agreement provided by Moneyway. The car cos... (6 pages)View decision -
Decision Reference DRN-5096424
28 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5096424 The complaint A limited company, which I’ll refer to as B, is unhappy with how Santander UK Plc have administered its Bounce Back Loan (“BBL”). B’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr D’. What happened B has a BBL with Santander wi... (3 pages)View decision -
Decision Reference DRN-5108407
28 Oct 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5108407 The complaint Mr R has complained about a transfer of his Scottish Equitable Plc trading as AEGON personal pension to a small self-administered scheme (SSAS 1 ) in April 2015. Mr R’s SSAS was subsequently used to invest in overseas commercial property developments. The inves... (14 pages)View decision -
Decision Reference DRN-5108804
28 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5108804 The complaint Mr Z complains Starling Bank Limited treated him unfairly when it recorded a marker with the fraud prevention database in connection with an application. What happened I issued a provisional decision on this case not upholding it. I invited both parties to let... (3 pages)View decision
