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-4829937
28 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4829937 The complaint Ms R is unhappy with how AXA Insurance Plc (AXA) has handled a claim made under her commercial insurance policy. Any references to AXA include their agents. What happened The background to this complaint is well known to both parties, so I’ve only included a ... (2 pages)View decision -
Decision Reference DRN-4558376
28 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4558376 The complaint Mrs T (on behalf of E) is unhappy Starling Bank Limited (“Starling”) hasn’t refunded her, in full, the money she lost after falling victim to an Authorised Push Payment (“APP”) impersonation / safe account scam. What happened The details of this case have been... (7 pages)View decision -
Decision Reference DRN-4947323
28 Nov 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4947323 The complaint Miss F is unhappy that Legal and General Assurance Society Limited (L&G) declined her income protection claim. Miss F is being represented on this complaint. What happened Miss F has a group income protection policy with her employer. The policy provides a ... (4 pages)View decision -
Decision Reference DRN-5107179
28 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5107179 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard recorded his credit card account as in default. What happened In 2021, Mr C made a complaint to Barclaycard, saying he’d made a payment of £2,000 to his credit card account that Barclaycard could ... (3 pages)View decision -
Decision Reference DRN-5052803
28 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5052803 The complaint Mrs K complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund money she lost in an investment scam. What happened What Mrs K says: Mrs K says she was introduced to investing with a firm (‘firm A’). Her friend said it was easy and she was m... (4 pages)View decision -
Decision Reference DRN-5134499
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5134499 The complaint Mr A complains Santander UK Plc didn’t restrict payments to cryptocurrency (crypto) exchanges Mr A used to fund gambling in early 2024. What happened Mr A said he spoke with Santander in Autumn 2023 and explained he had a problem with gambling at online crypto ... (4 pages)View decision -
Decision Reference DRN-5164330
28 Nov 2024 Lowell Financial Ltd Not upheldConsumer CreditDRN-5164330 The complaint Mr C complains Lowell Financial Ltd sent letters to an address he doesn’t live at, causing a strain with family members who did still live there. What happened Mr C told us Lowell sent around 14 letters to an address he no longer lives at. He said family membe... (2 pages)View decision -
Decision Reference DRN-5051784
28 Nov 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5051784 The complaint Mr M and Miss S complain that the Early Repayment Charge (ERC) Barclays Bank UK PLC applied to their mortgage at redemption was unfairly excessive. What happened Mr M and Miss S had a mortgage with Barclays that was split into two accounts, each with different ... (2 pages)View decision -
Decision Reference DRN-4985333
28 Nov 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4985333 The complaint Mr M is unhappy with the service he received from AXA PPP Healthcare Limited trading as AXA Health when he claimed on a private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN-5176525
28 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5176525 The complaint X complains that Monzo Bank Ltd blocked and then closed his account with it. Monzo also delayed returning funds to him. What happened X held an account with Monzo. On 8 March 2024 Monzo wrote to X to tell him that it would be closing his account with effect fro... (2 pages)View decision
