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 354447 results
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Decision Reference DRN-5100108
16 Dec 2024 Scottish Widows Limited Not upheldInsuranceDRN-5100108 The complaint Mrs V and Mr W as trustees (the Trustees) of the W Trust complained that Scottish Widows Limited (SW) declined a claim on their life and critical illness policy. What happened Mr W took out a life and critical illness insurance policy with SW in 2008. Mr W was ... (2 pages)View decision -
Decision Reference DRN-5197463
16 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5197463 The complaint Mr G complains that Santander UK Plc did not do enough to protect him from financial harm, despite being aware of his vulnerabilities. What happened Mr G has held an account with Santander since 2019. Between around April 2023 and December 2023 Mr G says that t... (4 pages)View decision -
Decision Reference DRN-4878095
16 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4878095 The complaint Miss D complains that Nationwide Building Society (’Nationwide’) hasn’t investigated the activity on an account she was coerced to send funds to. What happened Miss D says that someone I’ll refer to as S in this decision coerced her to transfer £1,000 to their... (2 pages)View decision -
Decision Reference DRN-5150489
16 Dec 2024 Canada Life Limited UpheldInsuranceDRN-5150489 The complaint Mrs B has complained that Canada Life Limited has declined a claim made under her employer’s group critical illness policy. What happened The background to this complaint isn’t in dispute. In summary Mrs B was a member of a group critical illness policy through... (3 pages)View decision -
Decision Reference DRN-5206260
16 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5206260 The complaint Mr C complains Santander UK Plc failed to set up a standing order correctly, resulting in his rent payment being missed. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again in detail. The facts aren’t in... (2 pages)View decision -
Decision Reference DRN-5105457
16 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5105457 The complaint Mrs W complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost when she fell victim to a scam. What happened Mrs W says that in her first week of a new job she received a request which she believed came from the director of the company to buy £20... (3 pages)View decision -
Decision Reference DRN-5182666
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5182666 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit on several occasions. What happened Mr B applied for a credit card with Aqua in July 2013. Aqua approved the... (3 pages)View decision -
Decision Reference DRN-5155842
16 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5155842 The complaint Mr M and Ms G complain about the decline of their home insurance claim by Admiral Insurance (Gibraltar) Limited. Whilst this complaint relates primarily to the claim decline decision by Admiral, Mr M and Ms G are also unhappy about the actions of Admiral’s agen... (3 pages)View decision -
Decision Reference DRN-5139620
16 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5139620 The complaint Mr M complains about U K Insurance Limited’s (UKI) handling of a claim he made under his car insurance policy. Mr M has been represented for the complaint by a named driver under the policy, who was the last person to use the car before it was stolen. But for ... (3 pages)View decision -
Decision Reference DRN-5214893
16 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5214893 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an employment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision
