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 369228 results
-
Decision Reference DRN-5320521
10 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5320521 The complaint Ms F is unhappy that AXA PPP Healthcare Limited (AXA) only paid 60% of the invoiced diagnostic test. What happened Ms F attended a medical consultation. She was fitted with a cardiac monitor for 24 hours. The consultant invoiced AXA for the initial out-patien... (3 pages)View decision -
Decision Reference DRN-4785180
10 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4785180 The complaint Miss F complains that Barclays Bank UK Plc won’t refund money she lost when she was a victim of an investment scam. Miss F is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll on... (3 pages)View decision -
Decision Reference DRN-5275578
10 Feb 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5275578 The complaint Mr W’s complaint is about a claim he made on his ARAG Legal Expenses Insurance Company Limited (‘ARAG’) which was declined. Mr W says this is unfair and wants ARAG to provide him with assistance under the policy. In this decision all references to ARAG include ... (2 pages)View decision -
Decision Reference DRN-4828025
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4828025 The complaint Mrs S and Mr S complain that HSBC UK Bank Plc (“HSBC”) hasn’t protected them from losing money to fraud. The payments were made from Mrs S and Mr S’s joint account, but I understand that Mr S made the payments and was the one who fell victim to the scam, so fo... (2 pages)View decision -
Decision Reference DRN-5320220
10 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5320220 The complaint Mr and Mrs M complain that Bank of Scotland plc trading as Birmingham Midshires caused delays with their re-mortgage and applied excessive interest. What happened Mr and Mrs M took out an interest only residential mortgage with Bank of Scotland in 2006. The ter... (3 pages)View decision -
Decision Reference DRN-4947443
10 Feb 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-4947443 The complaint Mr F has a car hire agreement with ALD Automotive Limited (ALD) and he is unhappy about the way they have dealt with a liability regarding a congestion charge. What happened In July 2019, Mr F entered into a hire agreement with ALD to acquire a car. In Octobe... (4 pages)View decision -
Decision Reference DRN-5239429
10 Feb 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5239429 The complaint Mr G complains Trading 212 UK Limited didn’t tell him about a scheduled reduction in the interest rate when he agreed to an Individual Savings Account (ISA) with it. Mr G also complains about complaint handling by Trading 212. What happened Mr G opened a new ca... (3 pages)View decision -
Decision Reference DRN-5026036
10 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5026036 The complaint Mr S complains about how Healthcare Finance Limited (‘HFL’) responded to a claim made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is no... (7 pages)View decision -
Decision Reference DRN-5252771
10 Feb 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5252771 The complaint Miss G is unhappy with the way Zurich Assurance Limited handled a claim for the payment protection benefit made on her mortgage and family protector insurance policy, including declining the claim and delays in assessing the claim. What happened The details of... (2 pages)View decision -
Decision Reference DRN-4936954
10 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4936954 The complaint Mr L complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he says was lost as the result of a scam. What happened In May 2023, Mr L contacted a company and hired a supercar for a family event in July 2023. I’ll refer to the... (3 pages)View decision
