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 352408 results
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Decision Reference DRN-4917489
21 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4917489 The complaint Ms D complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Ms D says that she was persuaded to make an investment with a company I’ll refer to as H in my decision. H was a private ren... (4 pages)View decision -
Decision Reference DRN-5148683
21 Nov 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5148683 The complaint Miss O complains TransUnion International UK Limited (TU) merged her credit report with two other people. What happened In July 2024 Miss O was in the process of applying for a mortgage – and was advised by her mortgage broker to check her credit report after ... (2 pages)View decision -
Decision Reference DRN-5049396
21 Nov 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5049396 The complaint The estate of Mrs C is unhappy with the way Legal and General Assurance Society Limited (‘L&G’) handled two claims made on two separate life insurance policies held by Mrs C, after she sadly died. What happened Mrs C successfully applied for two life insur... (5 pages)View decision -
Decision Reference DRN-5020251
21 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-5020251 The complaint Miss L complains that Santander UK Plc unfairly charged interest to her mortgage account at its ‘follow-on’ rate, after her fixed rate had ended, rather than its standard variable rate as she was expecting. What happened In 2022 Miss L took a new fixed rate mo... (3 pages)View decision -
Decision Reference DRN-5125179
21 Nov 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5125179 The complaint Mr K complains that Haven Insurance Company Limited (“Haven”) cancelled his car insurance policy which also meant it wouldn’t pay his claim. What happened Mr K had a motor insurance policy with Haven covering his car. He took the policy out via a broker. In Mar... (3 pages)View decision -
Decision Reference DRN-5113334
21 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5113334 The complaint Miss B is being represented by solicitors. She’s complaining about Santander UK Plc because it won’t refund money she lost as the result of fraud. What happened In December 2023, Miss B fell victim to a cruel job scam that required her to pay money to obtain ta... (3 pages)View decision -
Decision Reference DRN-5113144
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5113144 The complaint Mr O complains that National Westminster Bank Plc (“NatWest”) didn’t give him an overdraft facility on his new account. He says that, as a result, he was unable to pay a debt and his credit score has suffered. What happened Mr O held an account with a third-pa... (3 pages)View decision -
Decision Reference DRN-4664328
21 Nov 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4664328 The complaint Miss K complains that Moneybarn No. 1 Limited supplied her with a car that wasn’t of satisfactory quality under a conditional sale agreement. What happened In March 2023, Miss K acquired a used car financed by a conditional sale agreement from Moneybarn. The ca... (2 pages)View decision -
Decision Reference DRN-5102826
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5102826 The complaint Miss D complains that Revolut Ltd have failed to refund £1,800 she says she lost to a crypto investment scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. ... (2 pages)View decision -
Decision Reference DRN-5001202
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5001202 The complaint Mr B complains about the actions of Revolut Ltd when he lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In October 2023 Mr B was ... (3 pages)View decision