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-4618756
15 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4618756 The complaint Mr S says Nationwide Building Society (‘Nationwide’) unfairly declined a claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). As the credit card account is in Mr S’s name, he’s the only eligible complainant. However, as this case concerns contracts that... (7 pages)View decision -
Decision Reference DRN-4602583
15 Feb 2024 Covea Insurance plc UpheldInsuranceDRN-4602583 The complaint Miss O has complained about how Covea Insurance plc (Covea) dealt with a claim under a home insurance policy. What happened Miss O made a claim for a water leak at her property. Miss O later complained about delays with the claim, the poor quality of some of the w... (3 pages)View decision -
Decision Reference DRN-4577394
15 Feb 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4577394 The complaint Mr B complains that Assurant General Insurance Limited wiped the data from his phone when he sent it for repair. Mr B had cover for his mobile phone, underwritten by Assurant, which was a paid-for benefit of his bank account. What happened The background to this c... (3 pages)View decision -
Decision Reference DRN-4514480
15 Feb 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4514480 The complaint Mr P complains about AA Underwriting Insurance Company Limited’s (“AAUICL”) delay in dealing with his claim under his home insurance policy. What happened The background to this complaint is well known to the parties, so I won’t go into too much detail but will su... (3 pages)View decision -
Decision Reference DRN-4317315
15 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4317315 The complaint Miss A complains that Monzo Bank Ltd won’t refund payments she didn’t make. What happened Miss A fell victim to a scam. She was tricked into sharing her card details and approving payments under the guise she’d receive a payment for an item she thought she’d sold... (3 pages)View decision -
Decision Reference DRN-4456013
15 Feb 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4456013 The complaint Mrs K complains that Wise Payments Limited (“Wise”) won’t refund over the money she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mrs K saw an advert for a... (4 pages)View decision -
Decision Reference DRN-4582986
15 Feb 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4582986 The complaint Mr B complains PrePay Technologies Limited (“PrePay”) refuses to refund him for transactions on his account he says he didn’t make. What happened Mr B says his card was stolen when he was in Germany on 7 July 2023 - and unauthorised transactions were carried out o... (2 pages)View decision -
Decision Reference DRN-4539375
15 Feb 2024 Aviva Investors UK Fund Services Limited Not upheldInvestmentsDRN-4539375 The complaint Mr H has complained about the information and response he was given in response to issues raised during a call with Aviva Investors UK Fund Services Limited (‘Aviva’) to discuss the fall in the value of the final bonus on his With Profits Bond fund. This has cause... (4 pages)View decision -
Decision Reference DRN-4401733
15 Feb 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4401733 The complaint Mr H has complained about a phone call he had with Aviva Life & Pensions UK Limited (‘Aviva’). He says the phone call was mishandled and the call handler couldn’t fully and properly resolve the issues he was calling about. This has caused Mr H to waste time an... (4 pages)View decision -
Decision Reference DRN-4367861
15 Feb 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4367861 The complaint Mr H has complained that Aviva Life & Pensions UK Limited (‘Aviva’) failed to acknowledge a complaint he had raised about the performance of his investment. He has also complained about additional administrative and service issues and that his complaint remain... (3 pages)View decision
