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-4586807
30 Jan 2024 Coutts & Company UpheldBanking and PaymentsDRN-4586807 The complaint Mr and Mrs S complain that Coutts & Company (Coutts) won’t refund the money they lost as a result of an investment scam. They’re also unhappy about the customer service they then received. They’re being supported by a representative. To keep things simple, I’l... (5 pages)View decision -
Decision Reference DRN-4480936
30 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4480936 The complaint Mr F complains Santander UK Plc didn’t do enough to protect him when he fell victim to romance scams. What happened Mr F has a current account with Santander and has been a customer for [no] years. Between March 2019 and October 2020 Mr F made just over twenty int... (3 pages)View decision -
Decision Reference DRN-4587368
30 Jan 2024 Bank of Scotland Plc UpheldPensions and AnnuitiesDRN-4587368 The complaint Mrs N has complained that the advice she received from Bank of Scotland plc trading as Halifax (‘Halifax’) to purchase a Stakeholder pension, rather than make additional contributions to her occupational pension, was unsuitable and has caused financial loss. Mrs N... (5 pages)View decision -
Decision Reference DRN-4506514
30 Jan 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4506514 The complaint Mr and Mrs W complain that Hastings Insurance Services Limited (Hastings) mis-sold their home insurance policy. What happened Mr and Mrs W bought a home insurance policy with Hastings, via a price comparison website. They said that during the purchase of the polic... (3 pages)View decision -
Decision Reference DRN-4529859
30 Jan 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4529859 The complaint Mr and Mrs H complain that Chaucer Insurance Company Designated Activity Company has unfairly declined their claim under their travel insurance policy. What happened In October 2021, Mr and Mrs H booked a trip abroad, departing on 13 June 2022. They took out a sin... (4 pages)View decision -
Decision Reference DRN-4454239
30 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4454239 The complaint Mr D complains that Nationwide Building Society didn’t correctly block his account when he asked, and money was then taken from his account. He says this issue and how it has been handled by Nationwide has had major adverse effects on his personal circumstances. W... (3 pages)View decision -
Decision Reference DRN-4307422
30 Jan 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4307422 The complaint Mr W complains that Shop Direct Finance Company Limited provided him with a catalogue shopping account, and increased the limit on it, when he couldn’t afford it. What happened In December 2018 Shop Direct approved Mr W for a catalogue shopping account with a limi... (3 pages)View decision -
Decision Reference DRN-4532356
30 Jan 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4532356 The complaint Miss I’s complaint is about the handling of a claim under the home emergency section of her home insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it ... (3 pages)View decision -
Decision Reference DRN-4427374
30 Jan 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4427374 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In January 2023, Mr P was supplied with a used car through a hire purchase agreement with BMF. The agreem... (4 pages)View decision -
Decision Reference DRN-4430473
30 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4430473 The complaint Mr A complains Bank of Scotland plc trading as Halifax (Halifax) unfairly blocked a transaction on his bank account. What happened Mr A says he had been regularly making transactions to a crypto currency platform using his Halifax bank account, but unexpectedly in... (3 pages)View decision
