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 360264 results
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Decision Reference DRN-4625150
5 Mar 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4625150 The complaint Mr M complains about work carried out by Domestic & General Insurance Plc (‘D&G) under his boilercare policy. What happened Mr M holds boilercare cover with D&G. He says he noticed some problems with his heating and hot water, but didn’t arrange any re... (2 pages)View decision -
Decision Reference DRN-4563421
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4563421 The complaint Mr M complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment 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 bo... (7 pages)View decision -
Decision Reference DRN-4266370
5 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4266370 The complaint Mr W complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The background of this com... (3 pages)View decision -
Decision Reference DRN-4554511
5 Mar 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4554511 The complaint Mr and Mrs W have complained about the poor service they received when they sought assistance under their European Breakdown policy – a product provided as part of a packaged bank account. The underwriter is Acromas Insurance Company Limited, so my decision refers... (2 pages)View decision -
Decision Reference DRN-4560194
5 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4560194 The complaint Mr B is unhappy that Bank of Scotland plc (trading as Halifax) have decided to close his basic bank account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: In Sept... (3 pages)View decision -
Decision Reference DRN-4640113
5 Mar 2024 American International Group UK Limited Not upheldInsuranceDRN-4640113 The complaint Mr A has complained that American International Group UK Limited (“AIG”) didn’t meet his claim for lost wired headphones. What happened Mr A made a claim under the mobile phone insurance he had with his packaged bank account. AIG met the claim for Mr A’s mobile ph... (2 pages)View decision -
Decision Reference DRN-4661590
5 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4661590 The complaint Mr T complains Nationwide Building Society didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has had several accounts with Nationwide and has been a customer for over 10 years. Mr T says he spoke to a lifelong friend abo... (3 pages)View decision -
Decision Reference DRN-4383649
5 Mar 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4383649 The complaint Mr M has complained that BMW Financial Services(GB) Limited, trading as ALPHERA Financial Services (‘Alphera’), has refused to close his finance agreement, despite not supplying him with the car that it was for. What happened Mr M had a car financed through Alpher... (3 pages)View decision -
Decision Reference DRN-4249768
5 Mar 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4249768 The complaint Mrs W complains that Aviva Life & Pensions UK Limited failed to correctly process an instruction for the partial transfer of some ISA savings she held with another provider. What happened Mrs W has been assisted in making the transfer, and this complaint, by h... (4 pages)View decision -
Decision Reference DRN-4438097
5 Mar 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4438097 The complaint Ms D complains that The Prudential Assurance Company Limited (Prudential) delayed in dealing with her request to withdraw her pension fund as a lump sum. She’s also unhappy that Prudential didn’t get back to her as promised to discuss her complaint. As mentioned b... (5 pages)View decision
