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 365360 results
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Decision Reference DRN-4805295
23 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4805295 The complaint Mrs K complains that Nationwide Building Society did not refund a series of transactions she says she lost to a scam. What happened Mrs K says she was approached by a broker who introduced her to a company I’ll call ‘H’, who were a real estate and property deve... (4 pages)View decision -
Decision Reference DRN-4955369
23 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4955369 The complaint Mr H complains as a director of M, a limited company, that Revolut Ltd has misled it in its advertising by paying to appear on search engines when someone searches for the terms “Business Banking”. As it’s not (or wasn’t at the time) a bank he believes this is ... (3 pages)View decision -
Decision Reference DRN-5025589
23 Sep 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5025589 The complaint Ms P has complained that Great Lakes Insurance SE declined a claim she made on a travel insurance policy. She has also complained about poor service. What happened Ms P purchased travel insurance online at 00.27am on 11 May 2023 for a trip abroad she was due t... (3 pages)View decision -
Decision Reference DRN-4934651
23 Sep 2024 Reassured Ltd Not upheldInsuranceDRN-4934651 The complaint Mr W complains Reassured Ltd has frustrated and confused his efforts to take on additional live cover. What happened Mr W responded to an online advertisement suggesting he’d be eligible for £10,000 of life cover. The quote he received in response was too expe... (3 pages)View decision -
Decision Reference DRN-4721295
23 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4721295 The complaint Ms T is complaining about the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle a claim she made on her car insurance policy. What happened In December 2022 Ms T’s car was driven into whilst parked and unattended, so she contacted Admir... (3 pages)View decision -
Decision Reference DRN-5036909
23 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5036909 The complaint Mr M’s complaint is about The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual’s (‘NFU’) decision to cease funding a claim he made under his legal expenses insurance policy. Mr M says NFU’s decision is unfair and wants them to... (4 pages)View decision -
Decision Reference DRN-4717159
23 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4717159 The complaint Miss M complains that Bank of Scotland plc trading as Halifax won’t refund money she says she lost to a scam. What happened Miss M made several debit card transactions to a company abroad (which I’ll call D) in 2018. Miss M thought she was paying for service t... (3 pages)View decision -
Decision Reference DRN-4717120
23 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4717120 The complaint Miss M complains that Santander UK Plc won’t refund money she says she lost to a scam. What happened Miss M made several debit card transactions to a company abroad (which I’ll call D) in 2020 and 2021. Miss M believed she was paying for service to help design... (3 pages)View decision -
Decision Reference DRN-5012492
23 Sep 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5012492 The complaint Miss F complains about the settlement Red Sands Insurance Company (Europe) Limited (Red Sands) paid for a claim she made for her cat, under her pet insurance policy. What happened In December 2023 Miss F’s cat was diagnosed with kidney disease. Treatment was r... (4 pages)View decision -
Decision Reference DRN-5036874
23 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5036874 The complaint Mr and Mrs T complain that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged them both ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr and Mrs T are being represented by a claims management c... (5 pages)View decision
