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 367928 results
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Decision Reference DRN-4708312
28 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4708312 The complaint Mr and Mrs D have complained that Aviva Insurance Limited declined a claim they made on their travel insurance policy after they had camera equipment stolen from a bag. As it is Mr D making the complaint on behalf of both of them, I will mostly just be referring t... (3 pages)View decision -
Decision Reference DRN-4516389
28 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4516389 The complaint Mr S complains that National Westminster Bank Plc (NatWest) didn’t do enough to prevent the loss he suffered when he sent money to its customer’s account as the result of an alleged scam. Mr S has used a representative to bring his complaint, but for ease of readi... (4 pages)View decision -
Decision Reference DRN-4713338
28 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4713338 The complaint Mr A complains how Clydesdale Bank Plc trading as Virgin Money (‘VM’) handled a dispute about a purchase on his credit card. What happened The background details of this complaint are well known to the parties so I will only summarise them here. Mr A purchased a d... (5 pages)View decision -
Decision Reference DRN-4552757
28 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4552757 The complaint Ms K is unhappy that Lloyds Bank PLC (“Lloyds”) haven’t refunded the money she lost to an investment she now believes was a scam. She also lost a further sum to a second organisation purporting to be able to recover her lost investment funds. Ms K is represented b... (5 pages)View decision -
Decision Reference DRN-4697927
28 Mar 2024 Vitality Health Limited UpheldInsuranceDRN-4697927 The complaint Mr F ands Ms R have complained that Vitality Health Limited (‘Vitality’) hasn’t paid for treatment recommended by a GP. What happened Mr F and Ms R have a private medical insurance policy, underwritten by Vitality. Mr F booked an appointment with a Vitality GP and... (2 pages)View decision -
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
