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 347829 results
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Decision Reference DRN-5042498
27 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5042498 The complaint Mr B complains that National Westminster Bank Plc sent him an OTP (one time passcode) for a financial transaction he didn't undertake and that it has failed to explain why. What happened In November 2023, Mr B commenced making a purchase online for around ... (2 pages)View decision -
Decision Reference DRN-4946997
27 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4946997 The complaint Mr P has complained that Accredited Insurance (Europe) Limited (‘Accredited’) declined his escape of water claim under his home insurance policy. What happened Mr P purchased his property in 2023. In December 2023, Mr P unfortunately experienced an escape of w... (4 pages)View decision -
Decision Reference DRN-5015498
27 Sep 2024 Society of Lloyd's UpheldInsuranceDRN-5015498 The complaint A limited company, which I will refer to as B, complains about the decision of Society of Lloyd's avoid its commercial insurance policy. What happened The following is intended only as a brief summary of events. Additionally, for the sake of simplicity, I ... (4 pages)View decision -
Decision Reference DRN-4739263
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4739263 The complaint Mr Q has complained, via a representative, that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here... (5 pages)View decision -
Decision Reference DRN-4669489
27 Sep 2024 Paysafe Financial Services Limited Not upheldBanking and PaymentsDRN-4669489 The complaint Mr S says Paysafe Financial Services Limited (“Paysafe”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr S says he noticed four transactions on his account on 9 October 2023 which he says he didn’t make or aut... (2 pages)View decision -
Decision Reference DRN-5020063
27 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5020063 The complaint Mr S complains that Nationwide Building Society unfairly decided to close his account. What happened Mr S is unhappy that Nationwide decided to close his account last year. His complaint concerns his sole account and a joint account – which I’ve issued a decisi... (3 pages)View decision -
Decision Reference DRN-4376793
27 Sep 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4376793 The complaint Mr B complains that St. James's Place Wealth Management Plc (SJP) failed to re-evaluate his attitude to risk following changes in his circumstances resulting in investment losses in his personal pension plan (PPP). He also says it caused delays in transfer... (12 pages)View decision -
Decision Reference DRN-5039220
27 Sep 2024 American International Group UK Limited UpheldInsuranceDRN-5039220 The complaint Mr and Mrs D have complained that AMERICAN INTERNATIONAL GROUP UK LIMITED (AIG) declined a claim they made on a travel insurance policy linked to their bank account. What happened Mr and Mrs D were due to go on holiday abroad, departing on 20 November 2023. Un... (2 pages)View decision -
Decision Reference DRN-5023323
27 Sep 2024 Unum Ltd UpheldInsuranceDRN-5023323 The complaint Mr S is unhappy with the way Unum Ltd handled his claim. What happened Mr S has a group income protection policy underwritten by Unum which has a 28 week deferred period. In April 2022 he made a claim on his policy as he was unable to work in his role as a cyb... (5 pages)View decision -
Decision Reference DRN-5039612
27 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5039612 The complaint Mr D has complained that Bank of Scotland plc trading as (“Halifax”) failed to adequately warn him against becoming the victim of an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all... (4 pages)View decision
