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-4631416
19 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4631416 The complaint Mr M complains that Santander UK Plc (“Santander”) failed to refund transactions he didn’t recognise. What happened What Mr M says Mr M received a message to speak with Santander after they noticed some unusual activity on his account. Mr M called them and said he... (6 pages)View decision -
Decision Reference DRN-4532658
19 Feb 2024 Phoenix Life Limited Not upheldInvestmentsDRN-4532658 The complaint Mrs C and Mr C, who are joint owners of investment bonds, complain that Phoenix Life Limited wrote to Mrs C to ask that she confirm her current address and that the letter was upsetting and rude. Mrs C and Mr C are unhappy that Phoenix Life Limited insists on join... (3 pages)View decision -
Decision Reference DRN-4630704
19 Feb 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4630704 The complaint Ms C, Ms K, Ms M and Mr M1, Mr M2 and Mr M3 complain about Great Lakes’ decision to turn down a cancellation claim they made on a travel insurance policy. As Mr M1 brought the complaint to us, for ease, I’ve referred mainly to him. What happened In October 2022, M... (3 pages)View decision -
Decision Reference DRN-4561271
19 Feb 2024 BISL Limited UpheldInsuranceDRN-4561271 The complaint Mrs B complains that BISL Limited didn’t make it clear that it wasn’t the insurer for her motor insurance policy. She wants compensation for the stress and upset this caused when she made a claim on her policy. What happened Mrs B took out a policy through BISL us... (2 pages)View decision -
Decision Reference DRN-4344237
19 Feb 2024 Santander UK Plc Not upheldMortgagesDRN-4344237 The complaint Mr and Mrs S complain that Santander UK Plc wouldn’t offer them a new interest rate in 2016 because they’d been in arrears. They say they were led to believe they’d never be able to get a new interest rate. Mr and Mrs S have recently obtained a new fixed rate mort... (3 pages)View decision -
Decision Reference DRN-4395852
19 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4395852 The complaint Mrs M complains that Revolut Ltd (“Revolut”) have failed to refund over £10,000 she lost to an investment scam in October 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving t... (2 pages)View decision -
Decision Reference DRN-4629344
19 Feb 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4629344 The complaint Mr A has complained about the way Haven Insurance Company Limited handled his claim for damage to his car under his Taxi Insurance policy. What happened Mr A’s car, which he used as a taxi, was damaged when a van reversed into it in March 2023. He contacted Haven ... (6 pages)View decision -
Decision Reference DRN-4444177
19 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4444177 The complaint Mr M complains that Santander UK Plc (“Santander”) failed to refund transactions he didn’t recognise. What happened What Mr M says Mr M received a message to speak with Santander after they noticed some unusual activity on his account. Mr M called them and said he... (7 pages)View decision -
Decision Reference DRN-4550765
19 Feb 2024 Euroins AD Not upheldInsuranceDRN-4550765 The complaint Miss C complains that Euroins AD declined her claim against her travel insurance policy. Reference to Euroins includes its agents. What happened In summary, in March 2023, Miss C bought an annual travel insurance policy underwritten by Euroins. The policy started ... (3 pages)View decision -
Decision Reference DRN-4617904
19 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4617904 The complaint Mr and Mrs B are unhappy that Liverpool Victoria Insurance Company Limited (LV) declined their travel insurance claim. Any reference to LV includes all its agents. What happened Mr and Mrs B took out a single trip travel insurance policy in August 2022. The underw... (3 pages)View decision
