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 364422 results
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Decision Reference DRN-4694848
10 Dec 2024 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-4694848 The complaint T, a partnership, complains about how WorldPay (UK) Limited conducted its customer verification process which resulted in T’s account being suspended for several weeks. T is represented in bringing this complaint by a director of one of the partners, Mr C. What... (4 pages)View decision -
Decision Reference DRN-5113991
10 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5113991 The complaint Mr T complains Starling Bank Limited (“Starling Bank”) didn’t do enough to protect him when he fell victim to a scam. Mr T made the payments from his business account and as he operates as a sole trader, I’ll refer to Mr T throughout. What happened Mr T says h... (3 pages)View decision -
Decision Reference DRN-5028743
10 Dec 2024 AIG Life Limited Not upheldInsuranceDRN-5028743 The complaint Mrs B is unhappy with the date on which AIG Life Limited (‘AIG’) has used to start paying the benefit under her income protection insurance policy (‘the policy’). She’s also unhappy that AIG didn’t agree to reduce the deferred period. What happened The detail... (3 pages)View decision -
Decision Reference DRN-4798534
10 Dec 2024 Marsh Finance Limited UpheldConsumer CreditDRN-4798534 The complaint Mr B complains about a car supplied to him using an agreement taken out with Marsh Finance Limited (“Marsh Finance”). What happened Mr B referred a complaint to us along with his representative. As the complainant is Mr B, for ease, I have addressed my decisio... (6 pages)View decision -
Decision Reference DRN-5201022
10 Dec 2024 AWP P&C S.A. UpheldInsuranceDRN-5201022 The complaint Ms A is unhappy with the lack of assistance she received from AWP P&C S.A. under her travel insurance policy when she became unwell whilst abroad. All reference to AWP includes its medical assistance team. What happened Ms A travelled abroad in May 2023 a... (4 pages)View decision -
Decision Reference DRN-5202926
10 Dec 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5202926 The complaint Mr W complains that he’s been overcharged for his pet insurance policy since mid-2022. Great Lakes Insurance SE (Great Lakes) was the underwriter of Mr W’s policy between September 2021 and September 2023. However, since September 2023, the policy has been und... (5 pages)View decision -
Decision Reference DRN-5182039
10 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5182039 The complaint Mr and Mrs P complain that HDI Global Specialty SE (“HDI”) unfairly declined a claim they made under their home insurance policy for subsidence related damage to their property. What happened In 2021, Mr and Mrs P noticed cracking in the walls of their conserva... (3 pages)View decision -
Decision Reference DRN-5146868
10 Dec 2024 Barclays Bank Plc UpheldBanking and PaymentsDRN-5146868 The complaint Miss W complains that Barclays Bank Plc trading as Barclaycard provided incorrect advice when it told her to cancel her direct debit. She says that as a result she’s missed payments and has incurred interest and charges. Miss W is also unhappy that the Barclayc... (3 pages)View decision -
Decision Reference DRN-5202845
10 Dec 2024 Wakam Not upheldInsuranceDRN-5202845 The complaint Mr W complains that he’s been overcharged for his pet insurance policy since mid-2022. Mr W’s current policy is underwritten by Wakam. There was a different insurer that underwrote the policy before September 2023. Whilst there was a change of insurer during t... (3 pages)View decision -
Decision Reference DRN-5055045
10 Dec 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5055045 The complaint Mr B complains that Brent Shrine Credit Union Limited trading as My Community Bank (“My Community Bank”) is holding him liable for the debt on a loan which he says he neither applied for nor consented to. What happened The background to this complaint is well ... (2 pages)View decision
