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 364422 results
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Decision Reference DRN-4341900
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4341900 The complaint Mr M complains that Santander UK Plc won’t refund several card payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissio... (3 pages)View decision -
Decision Reference DRN-4538417
21 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4538417 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund all the money she lost in a romance scam. What happened Mrs H says that in 2020 she started to chat to someone she met on a dating site. I’ll refer to this person as K in this de... (5 pages)View decision -
Decision Reference DRN-4590746
21 Feb 2024 St Andrew's Insurance plc Not upheldInsuranceDRN-4590746 The complaint Mrs G has complained that St. Andrew’s Insurance Plc declined some of the claims she made on her mortgage payment protection insurance (PPI) policy. What happened Mrs G took out the policy in 2007. At inception, the qualifying period for making a claim was 30 days... (2 pages)View decision -
Decision Reference DRN-4337393
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4337393 The complaint Mr and Mrs G are unhappy about Santander UK Plc’s (Santander) decision not to refund the £67,000 they paid for building work. What happened The view of 6 September 2023 detailed the background to this complaint. So, I’ll only provide a brief overview of some of th... (4 pages)View decision -
Decision Reference DRN-4607516
20 Feb 2024 ReAssure Limited Not upheldInsuranceDRN-4607516 The complaint Mr and Mrs L are unhappy that ReAssure Limited declined a claim made by Mr L on his “crisis cash cover” insurance policy (‘the policy’). The policy includes serious illness cover, whereby, if during the term of the policy an insured person is diagnosed with a list... (2 pages)View decision -
Decision Reference DRN-4632824
20 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4632824 The complaint Mr W has complained that AWP P&C SA (AWP) declined a claim he made on a travel insurance policy linked to his bank account. What happened In May 2023, Mr W was due to fly to Europe to attend a sporting event. His destination was subject to severe flooding at t... (3 pages)View decision -
Decision Reference DRN-4358725
20 Feb 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4358725 The complaint Mr B complains that the past performance statistics he has been provided relating to his pension have changed on the statements he has been provided by Scottish Widows Limited, trading as Halifax Financial Services (Scottish Widows). What happened Mr B holds a pen... (3 pages)View decision -
Decision Reference DRN-4466654
20 Feb 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4466654 The complaint Mrs D complains that Interactive Investor Services Limited (trading as ‘Interactive Investor’ and referred to in its terms of service as ‘IISL’) misinformed her by giving false information on its website. She says it promoted online trading for gilt-edged securiti... (3 pages)View decision -
Decision Reference DRN-4547783
20 Feb 2024 JC International Acquisition LLC Not upheldConsumer CreditDRN-4547783 The complaint Ms A has complained about JC International Acquisition LLC reporting a default on her credit file. What happened This complaint surrounds an insurance contract which went unpaid in 2022. The insurer defaulted it and then sold the debt to JC in 2023. From February ... (2 pages)View decision -
Decision Reference DRN-4538626
20 Feb 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4538626 The complaint Mr H is unhappy with American Express Services Europe Limited (AESEL) regarding the lack of transparency around the exchange rate he was charged as well as the transaction fee on a purchase he made while abroad. What happened AESEL said it had acted in line with t... (3 pages)View decision
