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-5023438
17 Oct 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5023438 The complaint Mr W is unhappy that he didn’t receive his enhanced tax-free cash when he withdrew the pension he had with The Prudential Assurance Company Limited (Prudential). What happened Mr W held a pension plan with Prudential, the plan had an enhanced tax-free allowanc... (4 pages)View decision -
Decision Reference DRN-4796822
17 Oct 2024 HDI Global Specialty SE UpheldInsuranceDRN-4796822 The complaint Mrs W complains about HDI Global Speciality SE’s (HDI) decision to void her buildings insurance policy. Mrs W is represented by Mr W. Any references to HDI include its agents. What happened In January 2023 there was an escape of water at a property Mrs W owns... (4 pages)View decision -
Decision Reference DRN-4328618
17 Oct 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4328618 The complaint Miss P, on behalf of Company “I”, complains that Metro Bank PLC didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to ... (5 pages)View decision -
Decision Reference DRN-5079948
17 Oct 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5079948 The complaint Mr B, through a representative, says Vanquis Bank Limited irresponsibly lent to him. What happened Mr B took out a credit card from Vanquis on 20 July 2016. He was given a credit limit of £250. This was increased to £750 in February 2017, to £1,750 in October 2... (3 pages)View decision -
Decision Reference DRN-4885589
17 Oct 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4885589 The complaint Mrs P is unhappy First Central Underwriting Limited (First Central) have declined the claim she made under her motor insurance policy. Mrs P is being represented in this complaint by a family member, but for ease I have referred to Mrs P throughout this decisio... (3 pages)View decision -
Decision Reference DRN-5089865
17 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5089865 The complaint Mr C complains that Revolut Ltd (‘Revolut’) won’t reimburse the money he lost to a scam. What happened Mr C’s complaint has been brought by a professional representative but as the account was in his name, I’ll refer to Mr C throughout my decision. What Mr C s... (12 pages)View decision -
Decision Reference DRN-4981253
17 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4981253 The complaint Mr K complains about the interest he’s been charged on his credit card with Bank of Scotland plc trading as Halifax. What happened Mr K holds a credit card with Halifax. In 2022 he carried out two balance transfers, moving balances across from other lenders on... (4 pages)View decision -
Decision Reference DRN-5036358
17 Oct 2024 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-5036358 The complaint Mr J complains about the service he received from HUB Financial Solutions Limited (HUB). What happened Mr J approached his pension provider in around September 2023, he decided to purchase an annuity. They referred him to HUB to discuss obtaining a quote and a... (5 pages)View decision -
Decision Reference DRN-4840094
17 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4840094 The complaint Mrs C and Mr C complain that Santander UK Plc repeatedly blocked their accounts while asking for information, and then closed them. What happened Mrs C and Mr C held a joint account with Santander, and Mr C had a sole account. In December 2022 Santander blocke... (2 pages)View decision -
Decision Reference DRN-4716887
17 Oct 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4716887 The complaint Mr R complains that Lloyds Bank General Insurance Limited didn’t offer a fair settlement on a claim under his home insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key events he... (3 pages)View decision
