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-4418241
19 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4418241 Complaint Mr L is unhappy that Santander UK Plc hasn’t reimbursed him after he fell victim to an investment scam. Background In 2017, Mr L was approached and invited to invest his money with a firm that I’ll refer to as D. The details of this aren’t entirely clear, but I unders... (3 pages)View decision -
Decision Reference DRN-4228219
19 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4228219 The complaint Mr B complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-4198982
19 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4198982 The complaint Mr B complained that Barclays Bank UK PLC (“Barclays”) have failed to refund money that he lost as part of a scam. What happened The circumstances of the matter are well known to both parties so I will not go into too much detail as to what happened - especially i... (3 pages)View decision -
Decision Reference DRN-4356527
19 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4356527 The complaint Miss S and Mr W complain that Lloyds Bank PLC (Lloyds) is refusing to refund them the amount they lost as the result of Mr W falling victim to a scam. Miss S and Mr W are being represented by a third party. To keep things simple, I will refer to Mr W throughout my... (3 pages)View decision -
Decision Reference DRN-4568990
19 Jan 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-4568990 The complaint Mrs S’ complaint is about a claim she made on her Alwyn Insurance Company Limited (‘Alwyn’) landlord legal protection insurance policy. All references to Alwyn in their decision include their claims handlers. What happened Mrs S made a claim on her landlord legal ... (5 pages)View decision -
Decision Reference DRN-4546114
19 Jan 2024 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4546114 The complaint Mr K complains Epayments Systems Ltd (“Epayments”) blocked his account and withheld the funds in it. Mr K adds Epayments isn’t fairly processing its KYC review, and as a result is causing delays in refunding his funds. What happened On 11 February 2020 the regulat... (4 pages)View decision -
Decision Reference DRN-4567834
19 Jan 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4567834 The complaint Mrs G complains about Accredited Insurance (Europe) Ltd (Accredited) who declined her claim under her home insurance policy. What happened Mrs G held a policy with Accredited, and lost a ring, so she made a claim. During the claims process, Accredited requested an... (4 pages)View decision -
Decision Reference DRN-4540419
19 Jan 2024 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4540419 The complaint Mr V complains Epayments Systems Ltd (“Epayments”) blocked his account and withheld the funds in it. Mr V adds Epayments isn’t fairly processing its KYC review, and as a result is causing delays in refunding his funds. What happened On 11 February 2020 the regulat... (4 pages)View decision -
Decision Reference DRN-4524127
19 Jan 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4524127 The complaint Ms X is unhappy that HSBC UK Bank Plc (“HSBC”) initially declined her application to change her residential mortgage into a Buy to Let (BTL) and declined her application for £50,000 additional borrowing. What happened Ms X has a residential capital repayment mort... (9 pages)View decision -
Decision Reference DRN-4541037
19 Jan 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4541037 The complaint Mr F complained that Scottish Equitable Plc trading as Aegon (Aegon) transferred both of his pension plans to a new provider, when he had only asked for one to be transferred. This resulted in a loss of guaranteed benefits on the policy he did not wish to transfer... (5 pages)View decision
