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
-
Decision Reference DRN-4391286
23 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4391286 The complaint Mr and Mrs S complain that Bank of Scotland plc, trading as Halifax (“Halifax”), won’t refund them the money they lost to what they believe was a scam. Mr and Mrs S feel that Halifax ought to have done more to protect them, especially when they were also making la... (5 pages)View decision -
Decision Reference DRN-4616536
23 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4616536 The complaint On behalf of Mrs L (the policy holder) Mr L says UK Insurance Limited (‘UKI’) and its repairer provided poor service following a claim on her motor insurance policy. What happened Damage was caused to the driver’s door handle of Mrs L’s car and to a window during... (3 pages)View decision -
Decision Reference DRN-4486879
23 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4486879 The complaint Mr H complains that Santander UK Plc hasn’t refunded him after he fell victim to a cryptocurrency investment scam. What happened The background to this complaint is well-known to both parties and so I won’t go into detail about what happened. Mr H found what he be... (3 pages)View decision -
Decision Reference DRN-4638048
23 Feb 2024 American International Group UK Limited UpheldInsuranceDRN-4638048 The complaint Mr S complains about the way American International Group UK Limited (AIG) handled his claim when his watch was stolen. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key events. Mr S... (5 pages)View decision -
Decision Reference DRN-4641770
23 Feb 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-4641770 The complaint Mr W complains that Everyday Lending Limited (“Everyday Lending”), trading as Everyday Loans, irresponsibly gave him a loan that he couldn’t afford. What happened In August 2021, Mr W applied for and was accepted for a loan by way of a fixed sum loan agreement wit... (3 pages)View decision -
Decision Reference DRN-4273023
23 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4273023 The complaint Mrs N complains Santander UK Plc (Santander) won’t refund the money she lost when she fell victim to a scam. What happened Mrs N received a call from someone claiming to be from Amazon. They said there had been fraud on her account, and around £10,000 worth of iPh... (4 pages)View decision -
Decision Reference DRN-4411992
23 Feb 2024 UBS AG Not upheldPensions and AnnuitiesDRN-4411992 The complaint Mr B is a director of a company referred to as ‘Business A’ throughout the decision below. Mr B’s self-invested personal pension (‘SIPP’) is managed on a discretionary basis by UBS AG (‘UBS’). This complaint has been brought alongside others from additional direct... (6 pages)View decision -
Decision Reference DRN-4562518
23 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4562518 The complaint Mr B is unhappy how Tesco Personal Finance PLC trading as Tesco Bank (TB) handled his request for help to recover his money, and the incorrect information he received as part of his request. What happened Around March 2023 Mr B became aware that he had been making... (3 pages)View decision -
Decision Reference DRN-4524631
23 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4524631 The complaint Mrs K complains about U K Insurance Limited’s [“UKI”] handling of a claim made on her home emergency insurance cover. What happened UKI is the underwriter of Mrs K’s policy, i.e. it’s the insurer. Part of this complaint concerns the actions of the agents for which... (4 pages)View decision -
Decision Reference DRN-4603632
23 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4603632 The complaint Ms P complains that HSBC UK Bank Plc trading as first direct (First Direct) has caused distress and inconvenience by failing to meet her needs when moving its customers to paperless statements. What happened The details of this complaint are well known to both par... (2 pages)View decision
