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-4646243
26 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4646243 The complaint Mrs B complains that Santander hasn’t refunded her after she reported falling victim to a scam. What happened The circumstances here are well-known to both parties and so I’ll summarise the key events, rather than give a detailed background. Mrs B wanted to book a... (3 pages)View decision -
Decision Reference DRN-4617458
26 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4617458 The complaint Mr and Mrs B complained that British Gas Insurance Limited (“British Gas”) failed to diagnose an issue with their hot water valve under their home emergency policy. What happened Mr and Mrs B said their hot water valve was faulty which resulted in higher-than-norm... (3 pages)View decision -
Decision Reference DRN-4553497
26 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4553497 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax (Halifax) wouldn’t refund direct debit claims. What happened Mrs H made five direct debit claims under the direct debit indemnity scheme (DDI), each for £17, in respect of council tax – and these were r... (2 pages)View decision -
Decision Reference DRN-4605989
26 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4605989 The complaint X complains about AXA Insurance UK PLC (AXA) who declined his claim under his home insurance policy. What happened X held a policy with AXA. He made a claim following a leak at his home. He advised AXA the leak was coming from an enclosed shower pod/tray with show... (3 pages)View decision -
Decision Reference DRN-4644148
26 Feb 2024 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-4644148 The complaint Ms R complains about St. James's Place Wealth Management Plc’s (SJP) administration of her investment after two investment bonds were transferred to her. She says this has resulted in her missing an opportunity to encash the bonds and caused her losses due to... (4 pages)View decision -
Decision Reference DRN-4645789
26 Feb 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4645789 The complaint Mr B complains American Express Services Europe Limited has not met its obligations in regard to a transaction he made on his credit card to get out of a Timeshare type agreement. What happened In June 2020 Mr B talked with a company which said it provided Timesha... (5 pages)View decision -
Decision Reference DRN-4646180
26 Feb 2024 Openwork Limited UpheldPensions and AnnuitiesDRN-4646180 The complaint Mr B complains that Openwork Limited trading as The Openwork Partnership (‘Openwork’) gave him unsuitable advice when it recommended he switch his existing pensions and individual savings account (ISA) to a new provider. Mr B also complained about fees charged whe... (9 pages)View decision -
Decision Reference DRN-4506550
26 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4506550 The complaint Mr O complains about the poor service, inadequate and expensive repairs, issues with a courtesy car and dashcam footage being deleted by UK Insurance Limited (UKI), following a claim under his motor insurance policy. Reference to UKI includes its agents. What happ... (3 pages)View decision -
Decision Reference DRN-4645699
26 Feb 2024 Next Retail Limited Not upheldConsumer CreditDRN-4645699 The complaint Miss G complains, via a third party, that Next Retail (“Next”) lent to her irresponsibly What happened In August 2020 Miss G applied for an account with Next which was granted with a credit limit of £300. This credit limit was never increased. In April 2021, Next ... (3 pages)View decision -
Decision Reference DRN-4638663
26 Feb 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4638663 The complaint Mrs C complains Vanquis Bank Limited hasn’t treated her fairly when considering a connected lender liability claim she brought against it relating to the purchase of a membership to a holiday club. What happened I issued a provisional decision on Mrs C’s complaint... (6 pages)View decision
