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 350288 results
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Decision Reference DRN-4837256
24 Oct 2024 Connells Limited Not upheldMortgagesDRN-4837256 The complaint Mr and Mrs S complain that Connells Limited did not deal with their product transfer application in a timely or professional way. As a result, they said they lost out on a lower interest rate for their mortgage. What happened Connells was giving Mr and Mrs S mo... (3 pages)View decision -
Decision Reference DRN-4989758
24 Oct 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4989758 The complaint Mr G and Mrs G have complained about Fairmead Insurance Limited’s (Fairmead) decision to decline a claim made under their buildings insurance policy. Any references to Fairmead include their agents. What happened In September 2021, Mr G and Mrs G were having ... (3 pages)View decision -
Decision Reference DRN-5081527
24 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5081527 The complaint Mr B complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, ... (3 pages)View decision -
Decision Reference DRN-5085895
24 Oct 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-5085895 The complaint Mr and Mrs O are unhappy that Great Lakes Insurance SE (Great Lakes) declined their travel insurance claim. Mr and Mrs O are being represented on this complaint. Any reference to Great Lakes includes all its agents. What happened Mr and Mrs O took out an annual... (3 pages)View decision -
Decision Reference DRN-4780599
24 Oct 2024 HSBC UK Bank Plc Not upheldInvestmentsDRN-4780599 The complaint Mrs L’s complaint concerns investment advice she and her late husband, Mr L, were provided with by HSBC UK Bank Plc in 2008. In brief, her representative says they were advised to invest too much money. What happened In 2008 Mrs L and her husband met with an HS... (3 pages)View decision -
Decision Reference DRN-5101661
24 Oct 2024 Wakam Not upheldInsuranceDRN-5101661 The complaint Mr D complains that Wakam refused to pay extra costs for a claim on his buildings insurance. Wakam used a third party company to manage Mr D’s claim and most of his correspondence has been with this company rather than directly with Wakam. For the avoidance of ... (4 pages)View decision -
Decision Reference DRN-4669393
24 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4669393 The complaint Mr K says Bank of Scotland PLC, trading as Halifax, refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr K says on 27 July 2023 he logged onto his Halifax online banking account and noticed two ATM withdrawals of ... (2 pages)View decision -
Decision Reference DRN-4916987
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4916987 The complaint and background Mr R complains Monzo Ltd (Monzo) won’t reimburse around £1,500 that he lost when he says he fell victim to a scam. Our investigator didn’t uphold the complaint. She initially set out that she wasn’t persuaded that the payments ought to have aler... (2 pages)View decision -
Decision Reference DRN-4762886
24 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4762886 The complaint Mr B complains Bank of Scotland PLC, trading as Halifax, refuses to refund him for a transaction on his account he says he didn’t authorise. What happened Mr B says he turned on his phone on 24 October 2024 and noticed an SMS on his phone from Halifax which he ... (2 pages)View decision -
Decision Reference DRN-4923336
24 Oct 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4923336 The complaint Miss L is unhappy that a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance wasn’t properly explained to her. What happened On 31 March 2023, Miss L was supplied with a used car through a conditional sale agreement w... (3 pages)View decision
