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-4247667
31 Jan 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4247667 The complaint Mrs A has complained that Tesco Personal Finance PLC, trading as Tesco Bank (“Tesco”), hasn’t paid out on a claim she says she had under the Consumer Credit Act 1974 (“CCA”). What happened In June 2018, Mrs A bought some ‘points’ from a holiday club provider (“the... (3 pages)View decision -
Decision Reference DRN-4575218
31 Jan 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4575218 The complaint Mrs and Mr M complain about Liverpool Victoria Insurance Company Limited’s (LV) decline of their travel insurance cancellation claim. My references to LV include its agents. What happened On 14 May 2023 Mrs and Mr M bought an annual multi-trip travel insurance pol... (3 pages)View decision -
Decision Reference DRN-4128710
31 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4128710 The complaint Mr G is unhappy that Santander UK Plc hasn’t refunded the £35,000 he lost after he was the victim of an investment scam. What happened In July 2022 Mr G made two transactions totalling £35,000 to a cryptocurrency provider (I will refer to as N) having seen an adve... (8 pages)View decision -
Decision Reference DRN-4551234
31 Jan 2024 Santander UK Plc UpheldMortgagesDRN-4551234 The complaint Mr R complains about the way Santander UK plc (“Santander”) handled his mortgage application. What happened In July 2022 Mr R applied as a first-time buyer for a mortgage with Santander. He wanted to borrow £330,000. From early July 2022 to mid-August 2022 Santand... (4 pages)View decision -
Decision Reference DRN-4499146
31 Jan 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4499146 The complaint Miss H complains that Scottish Widows Limited unduly delayed her request to withdraw all of her pension and she’s suffered financial loss as result. What happened Miss H had a Retirement Account with Scottish Widows. She contacted it on 31 May 2023 and requested a... (4 pages)View decision -
Decision Reference DRN-4580298
31 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4580298 The complaint Miss G complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a safe account scam. What happened What Miss G says: On 15 August 2023, Miss G was called by a person claiming to be from Monzo. She said someone had her bank account details and was tryin... (4 pages)View decision -
Decision Reference DRN-4354070
31 Jan 2024 Greystone Financial Services Limited Not upheldPensions and AnnuitiesDRN-4354070 The complaint Mr H complains that Greystone Financial Services Limited (Greystone) mis-advised him to transfer out of his Occupational Pension Scheme (the Scheme), losing valuable guarantees. He wants compensation for the losses incurred. Mr H is represented by a claims managem... (5 pages)View decision -
Decision Reference DRN-4585790
31 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4585790 The complaint Mr and Mrs M thought Royal & Sun Alliance Insurance Limited (“RSA”) unfairly voided their home insurance policy and declined their claim due to a misrepresentation made when taking out the policy. What happened Mr and Mrs M made a claim for theft from their ho... (3 pages)View decision -
Decision Reference DRN-4575776
31 Jan 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4575776 The complaint Mr G and Ms G complain about the way Fairmead Insurance Limited has dealt with a claim on their home insurance policy, in particular that they were told the claim would be treated as having a ‘nil’ value until it was finalised and would not affect their premiums. ... (5 pages)View decision -
Decision Reference DRN-4575503
31 Jan 2024 Covea Insurance plc Not upheldInsuranceDRN-4575503 The complaint F, a company, complains about a claim it made on its Covea Insurance plc (‘Covea’) retail and salons insurance policy for damage to a printer which it says caused it substantial damage, loss and business interruption. Covea declined F’s claim. F says the position ... (3 pages)View decision
