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-4530218
8 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4530218 The complaint Mr C complains that Starling Bank Limited did not refund all the payments he lost as part of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. In summary, Mr C was convinced by a scammer that... (2 pages)View decision -
Decision Reference DRN-4556791
8 Feb 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4556791 The complaint Mr B complains about the poor service from Domestic and General Insurance PLC (D&G), following a claim under his appliance insurance policy. What happened Mr B has an appliance policy with D&G. He made a claim as he found that his oven wasn’t heating well.... (3 pages)View decision -
Decision Reference DRN-4608494
8 Feb 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInvestmentsDRN-4608494 The complaint Mr B complains that the endowment savings plan he was sold by Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (‘Sun Life’) in 1992 was unsuitable for him and he’s suffered a loss as a result. What happened I issued my pr... (5 pages)View decision -
Decision Reference DRN-4468624
8 Feb 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4468624 The complaint Mrs E complains that HSBC UK Bank Plc irresponsibly approved a loan application that she couldn’t afford to repay. What happened In March 2021, Mrs E applied for a loan with HSBC. She already had an existing loan with HSBC which she asked to be consolidated into t... (3 pages)View decision -
Decision Reference DRN-4608183
8 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4608183 The complaint Mr C has complained about AXA Insurance UK Plc’s decision to turn down his claim under his Property Investment Protection Plan insurance policy for damage to his flat caused by an escape of water. What happened Mr C has said he was told by his tenant that there wa... (3 pages)View decision -
Decision Reference DRN-4527123
8 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4527123 The complaint Mr A is unhappy Santander UK Plc won’t refund money he lost as a result of a scam. What happened In March 2023, Mr A was looking to purchase a mobile phone. He found a suitable device on a popular online marketplace. The phone was advertised at £1,000 but reduced ... (3 pages)View decision -
Decision Reference DRN-4453240
8 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4453240 The complaint Mr G complains about issues with the Co-Operative Bank p.l.c. ((Co-op) in closing and transferring funds. He has asked that several specific points be addressed in our view including the appropriateness of the level of compensation paid. . What happened The detai... (2 pages)View decision -
Decision Reference DRN-4530994
8 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4530994 The complaint Mrs M says Barclays Bank UK PLC unfairly refused to refund transactions she reported as fraudulent on her account. What happened The detailed background to this complaint is well known to both Mrs M and Barclays. So, I’ll only give a quick overview of some of the ... (3 pages)View decision -
Decision Reference DRN-4608456
8 Feb 2024 Frenkel Topping Limited UpheldInvestmentsDRN-4608456 The complaint Mr and Mrs K, and Mr A, as trustees of the R Trust, complain about information provided by Frenkel Topping Limited when the trust attempted to encash funds in a general investment account (GIA) held within the trust. They complain that they weren’t provided with c... (4 pages)View decision -
Decision Reference DRN-4398600
8 Feb 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4398600 The complaint Mr M complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting his Self Invested Personal Pension (‘SIPP’) application. Mr M says this has resulted in him suffering a substantial loss to his pension funds. Opti... (44 pages)View decision
