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 381196 results
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Decision Reference DRN-4779502
24 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4779502 The complaint Mr C complains that Santander UK Plc did not refund a series of payments he lost to a scam. What happened Mr C found an investment for a company I’ll call ‘’HS’ for the purposes of this decision. HS provided a selection of loan notes for different building proj... (3 pages)View decision -
Decision Reference DRN-5073995
24 Oct 2024 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5073995 The complaint Mr A complains that Hargreaves Lansdown Asset Management Limited (HL) delayed the distribution of assets to him as the sole beneficiary of his late brother’s self-invested personal pension (SIPP). What happened On 21 January 2021, Mr A’s brother, who I’ll refer... (8 pages)View decision -
Decision Reference DRN-5055567
24 Oct 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5055567 The complaint Mr B complains that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) caused delays in its handling of a claim for subsidence damage. What happened In 2018, Mr B made a claim under his building insurance policy, for damage to the chimney of h... (3 pages)View decision -
Decision Reference DRN-5081993
24 Oct 2024 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5081993 Complaint Mr W complains that Toyota Financial Services UK PLC (trading as “Redline” Financial Services) unfairly entered into a hire-purchase agreement with him. He’s said that the agreement was unaffordable and the finance therefore shouldn’t have been provided to him. Ba... (4 pages)View decision -
Decision Reference DRN-5067536
24 Oct 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-5067536 The complaint Mr and Mrs J have complained that Astrenska Insurance Limited declined a claim they made on a travel insurance policy. What happened Mr and Mrs J went on a one-month cruise that started on 7 November 2023. Due to poor sea conditions, the ship didn’t go to its ... (2 pages)View decision -
Decision Reference DRN-5025305
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5025305 The complaint Mr M complains that Monzo Bank Ltd failed to offer him appropriate support and repeatedly increased his daily withdrawal limit when it should have been aware that he was gambling. What happened Mr M has told us that he was a gambling addict and at the time of m... (3 pages)View decision -
Decision Reference DRN-4986316
24 Oct 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4986316 The complaint Mr R and Mrs R are unhappy with Accredited Insurance (Europe) Ltd’s (Accredited) decision to decline a claim made for damage to their roof under their buildings insurance policy. Any references to Accredited include its agents. What happened In August 2023, M... (3 pages)View decision -
Decision Reference DRN-5073491
24 Oct 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5073491 The complaint Mr P complains about the way that Marks & Spencer Financial Services plc, trading as M&S Bank, handled his credit card application. What happened Mr P applied to M&S Bank for a credit card with a 28 month balance transfer offer in November 2023 but ... (2 pages)View decision -
Decision Reference DRN-4758350
24 Oct 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4758350 The complaint Miss J via a representative complains that Metro Bank PLC (“Metro”) won’t refund the money she lost when she was the victim of what she feels was a scam. What happened Around April 2020, Miss J says she was introduced to a scammer that I will call B by a friend... (2 pages)View decision -
Decision Reference DRN-4919881
24 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4919881 The complaint Mr W complained that Bank of Scotland plc didn’t help him in getting his money back when he disputed a transaction he made using his debit card. What happened On 21 September 2023 Mr W bought a bike online for around £600 from a retailer I’ll call D using his ... (2 pages)View decision
