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 360982 results
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Decision Reference DRN-5049391
19 Dec 2024 Vitality Health Limited Not upheldInsuranceDRN-5049391 The complaint Mr S complains that Vitality Health Limited has asked for his medical information to assess a claim under his private health insurance policy. What happened Mr S has a private health insurance policy with Vitality. The policy started on 15 August 2023. It was ... (2 pages)View decision -
Decision Reference DRN-5224004
19 Dec 2024 American International Group UK Limited UpheldInsuranceDRN-5224004 The complaint The estate of Mr M is unhappy with the way in which American International Group UK Limited (AIG) handled a claim made on a personal accident policy (‘the policy’), after Mr M sadly died, including the percentage of benefit it’s offered to pay under the policy.... (3 pages)View decision -
Decision Reference DRN-5218611
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5218611 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. Mr O has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr O throughout... (6 pages)View decision -
Decision Reference DRN-5160676
19 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5160676 The complaint Mr R complains that Nationwide Building Society (‘Nationwide’) hasn’t reimbursed his full loss after he fell victim to a scam. What happened Mr R says that he encountered an individual I’ll refer to as L in this decision when he advertised his expertise in spo... (6 pages)View decision -
Decision Reference DRN-5036608
19 Dec 2024 Western Provident Association Limited UpheldInsuranceDRN-5036608 The complaint Mr W is unhappy that Western Provident Association Limited (‘WPA’) declined to cover a claim made on a private medical insurance policy he benefited from (‘the policy’) and the way the claim was handled. What happened Mr W made a claim on the policy which was ... (4 pages)View decision -
Decision Reference DRN-5223752
19 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5223752 The complaint Mr P complains that Barclays Bank UK Plc won’t refund the money he lost when he fell victim to a 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 and based on the submissions... (5 pages)View decision -
Decision Reference DRN-5090614
19 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5090614 The complaint Mrs J complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened On 1 April 2014, Mrs J applied for and received a credit card with Barclaycard. It had a £6,800 credit limit which was increased steadily over the years re... (5 pages)View decision -
Decision Reference DRN-5192759
19 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5192759 The complaint Mr W is unhappy with Admiral Insurance (Gibraltar) Limited’s correspondence with him when they wrongly told him his vehicle had been involved in an accident. What happened On 31 July 2024, Mr W received an email from Admiral which said they’d been notified of ... (2 pages)View decision -
Decision Reference DRN-5091851
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5091851 The complaint Mr V complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened In 2020, Mr V found an investment opportunity through an advertisement for a company I’ll refer to as B. Mr V says he checked internet ... (5 pages)View decision -
Decision Reference DRN-5217431
19 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5217431 The complaint Mr K complains about how Aviva Insurance Limited (Aviva) valued his vehicle following a claim made under his motor insurance policy. What happened In February 2024 Mr K’s vehicle was stolen. Mr K reported the theft of his vehicle to Aviva. Aviva agreed to settl... (3 pages)View decision
