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 361839 results
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Decision Reference DRN-5022397
9 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5022397 The complaint Mr M is unhappy with how NewDay Ltd trading as Marbles have handled a number of chargeback claims on his account. He’s also raised concerns with a number of service issues. What happened Mr M holds a Marbles branded credit card with NewDay. In December 2023 Mr... (4 pages)View decision -
Decision Reference DRN-5193763
9 Dec 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5193763 The complaint This complaint is about DAS Legal Expenses Insurance Company Limited’s handling of a legal expenses claim made by Mr N. Mrs S is executor of the estate of her late father Mr N and has brought the complaint on behalf of the estate. What happened In 2017, Mr N... (5 pages)View decision -
Decision Reference DRN-5156209
9 Dec 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5156209 The complaint Mrs B complains about charges Stellantis Financial Services UK Limited (‘Stellantis’), trading as Peugeot Financial Services, asked her to pay for refurbishment of a car she had been financing through an agreement with them. What happened Mrs B entered into a t... (3 pages)View decision -
Decision Reference DRN-5123727
9 Dec 2024 Gresham Insurance Company Limited UpheldInsuranceDRN-5123727 The complaint The estate of Mrs M complains about the way Gresham Insurance Company Limited handled a claim it made on its home insurance policy following a claim made following an escape of water. Mrs S is bringing the complaint on behalf of the estate as sole executor. Whe... (6 pages)View decision -
Decision Reference DRN-5067218
9 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5067218 The complaint Mrs P has complained that Barclays Bank UK PLC (“Barclays”) failed to protect her from falling victim to an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll sum... (4 pages)View decision -
Decision Reference DRN-5127862
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5127862 The complaint Mr A has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Mr A was asked by HSBC about a payment of £1,438.81 received into his account. He confirmed this was a payment for ... (2 pages)View decision -
Decision Reference DRN-5113367
9 Dec 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5113367 The complaint Mr J complains about the way Watford Insurance Company Europe Limited (Watford) handled a claim under his motor insurance policy. What happened The following is intended as a brief summary of events only. Mr J was involved in a car accident in July 2021 when h... (3 pages)View decision -
Decision Reference DRN-5162733
9 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5162733 The complaint Mr S and Mr S complain that The Co-operative Bank Plc declined cheque payments they tried to make. What happened On 7 October 2023 Mr S wrote a cheque from the business current account for £250,000 to pay a savings account with an interest rate of 6.2% with a ... (3 pages)View decision -
Decision Reference DRN-5090859
9 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5090859 The complaint Mr J complains that AXA Insurance UK Plc (AXA) recorded a declined claim on his home insurance policy. What happened Mr J held a home insurance policy with AXA. He noticed water ingress in his bedroom following a storm in November 2023. He commissioned a drone... (3 pages)View decision -
Decision Reference DRN-5079787
9 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5079787 The complaint Miss G has complained Nationwide Building Society made an error when crediting her account with cash. What happened In March Miss G went into her Nationwide branch to deposit £265. This would bring up the amount in her account to £300 which she needed for a hol... (2 pages)View decision
