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 355536 results
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Decision Reference DRN-4912068
30 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4912068 The complaint Mr M complains Santander UK PLC (“Santander”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr M, through his representative, has complained about several disputed payments made from his account to a third-part... (2 pages)View decision -
Decision Reference DRN-4993851
30 Aug 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4993851 The complaint Mr and Mrs M’s complaint arises from their mortgage account held with HSBC UK Bank Plc. Their complaint is that, after discussing a payment plan with HSBC for their mortgage arrears and taking details of their income and expenditure (I&E), HSBC asked them ... (3 pages)View decision -
Decision Reference DRN-4977380
30 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4977380 The complaint Mr N complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled a claim under his motor insurance policy. What happened Mr N had a motor insurance policy with Admiral covering his car. In December 2023 his car was damaged when a third party c... (3 pages)View decision -
Decision Reference DRN-4767238
30 Aug 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4767238 The complaint Mr J complains about charges Mercedes-Benz Financial Services UK Limited (MBFS) asked him to pay after he had returned a van he had been hiring through a finance agreement with them. What happened Mr J took receipt of a new van in May 2020. He financed the deal... (3 pages)View decision -
Decision Reference DRN-4415057
30 Aug 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4415057 The complaint Mr T complains that PrePay Technologies Limited (“Monese”) failed to refund transactions he didn’t recognise after his phone was stolen. What happened In the early hours of 25 February 2023, Mr T said his phone was stolen outside a train station after a night o... (8 pages)View decision -
Decision Reference DRN-4899238
30 Aug 2024 Wakam Not upheldInsuranceDRN-4899238 The complaint Mrs D’s complaint is about the premiums charged by Wakam for a pet insurance policy. What happened Mrs D took out a ‘lifetime’ pet insurance policy in September 2019. Mrs D says the premium has gone up each year since and in the last two years it has gone up si... (4 pages)View decision -
Decision Reference DRN-4704538
30 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4704538 The complaint Mrs N complains about Hargreaves Lansdown’s (HL) promotion of the Woodford Equity Income Fund (WEIF). Mrs N says HL actively promoted the WEIF and that it was included in their wealth lists up until the day it was suspended. Even though the account was executio... (9 pages)View decision -
Decision Reference DRN-4704524
30 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4704524 The complaint Mr N complains about Hargreaves Lansdown’s (HL) promotion of the Woodford Equity Income Fund (WEIF). Mr N complains about his own investments as well as on behalf of his two children for the investment in WEIF via their Junior ISAs. Mr N says HL actively promot... (9 pages)View decision -
Decision Reference DRN-4991314
30 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4991314 The complaint Mr H had a motor insurance policy with Admiral Insurance (Gibraltar) Limited. He says it and its agent provided poor service and that his car was put in the wrong total loss category. What happened Mr H ‘s car was damaged in a malicious attack on 8 July 2023. ... (3 pages)View decision -
Decision Reference DRN-4989584
30 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4989584 The complaint Ms C complains that Revolut Ltd (Revolut) won’t refund the money she lost as a result of a scam. Ms C has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Ms ... (5 pages)View decision
