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 366763 results
-
Decision Reference DRN-4541265
28 Mar 2024 Amersham Investment Management Ltd Not upheldInvestmentsDRN-4541265 The complaint Mr and Mrs Y have complained that Amersham Investment Management Ltd (‘AMIM’) didn’t comply with its own investment criteria or carry out the proper due diligence before it invested their funds into enterprise investment schemes (’EIS’). Mr and Mrs Y have lost the... (6 pages)View decision -
Decision Reference DRN-4674294
28 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4674294 The complaint Mr and Mrs D are unhappy that Santander UK Plc won’t reimburse them for money they lost as a result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focu... (2 pages)View decision -
Decision Reference DRN-4713369
28 Mar 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-4713369 The complaint Mr H’s complaint is about the settlement of a claim under his pet insurance policy with Casualty & General Insurance Company (Europe) Ltd (“C & G”). What happened In April 2023, Mr H’s dog was attacked by another dog. Mr H’s dog was badly injured. Mr H mad... (6 pages)View decision -
Decision Reference DRN-4609847
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4609847 The complaint Miss S complains that Santander UK Plc took too long to refund a credit balance to her. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I... (2 pages)View decision -
Decision Reference DRN-4685490
28 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4685490 The complaint Mr D complains that PayPal (Europe) Sarl et Cie SCA will not refund a payment he says he did not authorise. What happened Mr D holds an account with PayPal. In July 2022 he says he realised that there had been some payments made via his PayPal account which he did... (2 pages)View decision -
Decision Reference DRN-4463746
28 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4463746 The complaint Miss S complains that National Westminster Bank Plc (“NatWest”) won’t refund over £24,000 she lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Miss S fell victim... (4 pages)View decision -
Decision Reference DRN-3977658
28 Mar 2024 Pension Works Limited UpheldPensions and AnnuitiesDRN-3977658 The complaint Mr W is unhappy with the service provided to him by Pension Works Limited (PWL) while providing him with advice about transferring safeguarded benefits. Mr W is represented by his adviser in bringing this complaint, but for ease of reading, I will generally refer ... (6 pages)View decision -
Decision Reference DRN-4712240
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mrs M complains that Barclays Bank UK PLC didn’t refund her money after she fell victim to a fraud. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mrs M holds an account with Barclays. In 2022, Mrs M st... (4 pages)View decision -
Decision Reference DRN-4697402
28 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4697402 The complaint Mr and Mrs E are unhappy that Admiral Insurance (Gibraltar) Limited (‘Admiral’) has declined their claim for medical costs due to a misrepresentation made when the policy was taken out. All reference to Admiral includes any agents acting on its behalf. What happen... (2 pages)View decision -
Decision Reference DRN-4478076
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4478076 The complaint A charity, which I will refer to as S, complains that Barclays Bank UK PLC’s Know Your Customer (KYC) review required a disproportionate amount of information in order to keep S’s account open. Mr S, who is a trustee and director of S (amongst other roles), compla... (3 pages)View decision
