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 371485 results
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Decision Reference DRN-4847724
12 Jun 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4847724 The complaint Mr F complains because Legal and General Assurance Society Limited (Legal & General) refused to consider terminal illness claims under his term assurance policies. Mr F’s complaint has been brought to us by a representative. For ease, I have referred to Mr F o... (3 pages)View decision -
Decision Reference DRN-4819123
12 Jun 2024 Aviva Equity Release UK Limited Not upheldMortgagesDRN-4819123 The complaint Mr and Mrs V complain about the service received from Aviva Equity Release UK Limited during their application for a lifetime mortgage. Specifically, they complain about delays caused by Aviva and their agents during the process which they say resulted in them hav... (5 pages)View decision -
Decision Reference DRN-4809854
12 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4809854 The complaint Mr and Mrs D complain that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the money they lost when they fell victim to a scam. What happened Mr and Mrs D hold a joint account with Halifax and are represented in this case. As Mrs D was involved... (3 pages)View decision -
Decision Reference DRN-4785055
12 Jun 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4785055 The complaint Ms N is unhappy that Revolut Ltd won’t reimburse money she lost as a result of a scam. What happened On 5 May 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments before I issue... (9 pages)View decision -
Decision Reference DRN-4732789
12 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4732789 The complaint Miss S is unhappy that National Westminster Bank Plc (“NatWest”) won’t reimburse her money she lost as a result of being a victim of fraud. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mis... (3 pages)View decision -
Decision Reference DRN-4847566
11 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4847566 The complaint Miss I has complained that Lloyds Bank PLC won’t refund the money she lost after falling victim to a scam. What happened Miss I was recommended a cryptocurrency investment firm by a friend. She said she did not do any further research. In early 2023, Miss I made a... (4 pages)View decision -
Decision Reference DRN-4797641
11 Jun 2024 Phoenix Life Limited Not upheldInvestmentsDRN-4797641 The complaint Mr P complains that Phoenix Life Limited (‘Phoenix’) has paid out an insufficient surrender value for his with profits investment policy. To resolve his complaint, Mr P wants to be paid £4,000 which includes the £3,395.44 difference in value between the surrender ... (5 pages)View decision -
Decision Reference DRN-4729691
11 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4729691 The complaint Mr R complains that Santander UK Plc won’t refund the money he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the reasons for my decision. What I’ve d... (2 pages)View decision -
Decision Reference DRN-4847524
11 Jun 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4847524 The complaint Mrs S has complained that Metro Bank PLC won’t refund the money she lost after falling victim to a scam. What happened In late 2023, Mrs S was cold called by a scammer from a UK number she didn’t recognise. The scammer sounded like a family member of hers from Asi... (4 pages)View decision -
Decision Reference DRN-4765547
11 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4765547 The complaint Mr G complains that Revolut Ltd won’t refund the money he lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the reasons for my decision. What I’ve decided – and why ... (2 pages)View decision
