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 360982 results
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Decision Reference DRN-4499041
12 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4499041 The complaint Mr D says Santander UK PLC “Santander” refuses to refund him for two transactions on his account he says he didn’t authorise. What happened Mr D says his phone and some cash was stolen from his locker at the gym at around 10am on 6 March 2023. He says he then l... (2 pages)View decision -
Decision Reference DRN-5104237
12 Nov 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5104237 The complaint Miss L complains about Ageas Insurance Limited’s (“Ageas”) decision to decline her claim under her 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 summarise the key... (3 pages)View decision -
Decision Reference DRN-5130279
12 Nov 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5130279 The complaint Mrs G complains about the way that Vanquis Bank Limited trading as Vanquis Bank Savings (Vanquis) administered an account in her name. Mrs G is represented in this complaint by her attorney Mr L. What happened Mrs G held a fixed term savings account with Vanqui... (3 pages)View decision -
Decision Reference DRN-5141527
12 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5141527 The complaint Ms A complains that Clydesdale Bank Plc trading as Virgin Money failed to implement her request to switch from paying the minimum payment owed on her credit card account to the full balance. Because of this, Ms A paid only the minimum payment and interest was a... (5 pages)View decision -
Decision Reference DRN-5106317
12 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5106317 The complaint Mrs G has complained that Aviva Insurance Limited (Aviva) unfairly dealt with a claim under a home emergency policy. Mrs G is represented in this complaint but, for ease, I will normally only refer to her. References to Aviva include companies acting on its be... (2 pages)View decision -
Decision Reference DRN-5141088
12 Nov 2024 MS Amlin Insurance SE UpheldInsuranceDRN-5141088 The complaint Mr H and Ms W have complained about the amount MS Amlin Insurance SE offered in settlement of their claim under their commercial motor insurance policy and the length of time it took to make the offer that it did. Any reference to MS Amlin includes its agents.... (4 pages)View decision -
Decision Reference DRN-5101977
12 Nov 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5101977 The complaint Mr W complains Swinton Insurance Intermediaries Limited trading as Swinton Insurance. Mr W’s been represented for the complaint by his son. For simplicity I’ve referred to his son’s actions as being his own. What happened Swinton, an insurance broker, arrange... (3 pages)View decision -
Decision Reference DRN-4547200
12 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4547200 The complaint Mr G complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened Mr G was sent a message... (3 pages)View decision -
Decision Reference DRN-4913238
12 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4913238 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened Miss B was looking for a part time job online when she was contacted via WhatsApp by an individual claiming to be from Amazon (X). X... (10 pages)View decision -
Decision Reference DRN-5025251
12 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5025251 The complaint Mr C complains that Santander UK Plc didn’t protect him from an investment scam. Mr C is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr C in this decision. What happened Mr C says that in 2017, whilst socialisin... (6 pages)View decision
