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 353101 results
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Decision Reference DRN-4664384
14 Mar 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4664384 The complaint Mrs R is a sole trader, trading as S. She complains Accelerant Insurance Europe SA/NV turned down a claim she made on her combined liability insurance policy. What happened S offers horse riding services. In February 2023 Mrs R contacted Accelerant (via her broker... (4 pages)View decision -
Decision Reference DRN-4634303
14 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4634303 The complaint X complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by a scam, or to help him recover the money once he’d reported the scam. What happened In March 2023 X was looking for flights for him and his father to and from the c... (3 pages)View decision -
Decision Reference DRN-4652603
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4652603 The complaint Mrs G complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Mrs G was the victim of a job task scam after being contacted on a mobile messaging service app. She was told that she could earn commission from c... (6 pages)View decision -
Decision Reference DRN-4314340
14 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4314340 The complaint Mr A complains that TSB Bank plc (“TSB”) failed to refund a payment for which he was overcharged, and also provided him with poor customer service. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here.... (2 pages)View decision -
Decision Reference DRN-4596930
14 Mar 2024 WDP Insurance Limited UpheldInsuranceDRN-4596930 The complaint Ms D is unhappy with the level of excess WDP Insurance Limited said she would have to pay when she made a claim on her mobile phone insurance policy. What happened In August 2023 Ms D called WDP as she wanted to make a claim on her policy. WDP said an excess would... (2 pages)View decision -
Decision Reference DRN-4630568
14 Mar 2024 Sure Wise Limited Not upheldInsuranceDRN-4630568 The complaint Mr S says Sure Wise Limited charged him twice for his Carer Employer insurance policy in October 2022. What happened Mr S noticed payments for the same amount had been taken by Sure Wise on 23 October and 25 October. He thought he’d been charged in error for his p... (1 page)View decision -
Decision Reference DRN-4655931
14 Mar 2024 abrdn Investments Limited UpheldInvestmentsDRN-4655931 The complaint Mrs G has complained about Abrdn Investments Limited trading as Abrdn. She said she didn’t receive enough notice from it when it decided to liquidate one of its funds, that she had invested money into. She said it also made mistakes when she requested a withdrawal... (4 pages)View decision -
Decision Reference DRN-4450121
14 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4450121 The complaint W complains that Metro Bank PLC recorded a payment as pending. What happened In June 2023, W went to purchase some petrol using a Metro debit card at a ‘pay at pump’ station. W picked up the wrong pump, but didn’t use it and was given a receipt for £0.00 for this.... (2 pages)View decision -
Decision Reference DRN-4657675
14 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4657675 The complaint Miss B and Mr G complain that National Westminster Bank Plc failed to cancel their overdraft when requested, and later increased the limit without consent. What happened On 28 May 2021, Miss B and Mr G wrote to NatWest asking it to cancel their overdraft. As they ... (2 pages)View decision -
Decision Reference DRN-4648961
14 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4648961 The complaint Mr P complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2018, Mr P made two payments from his HSBC accounts to an investment company. The payments were made in order to invest in... (3 pages)View decision
