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 128535 results
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Decision Reference DRN-4771162
22 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-4771162 The complaint Mr A has complained about AXA Insurance UK Plc’s approach with regards to a claim under his home insurance policy for what he thinks is damage caused by subsidence. What happened The details of this complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5242167
22 Jan 2025 Blueberry Wealth Limited UpheldMortgagesDRN-5242167 The complaint Miss H and Mr P ‘s complaint is about customer service in relation to a mortgage application made through Blueberry Wealth Limited trading as Blueberry Mortgages (“Blueberry”). What happened I don’t need to set out the full background to the complaint. This is... (4 pages)View decision -
Decision Reference DRN-5277395
22 Jan 2025 Lloyd and Whyte (Financial Services) Limited UpheldInsuranceDRN-5277395 The complaint Mr and Mrs P are unhappy with the way Lloyd and Whyte (Financial Services) Limited sold and renewed their home insurance policy. What happened Mr and Mrs P took out a home insurance policy through a broker in 2012 and renewed it with them each year up to 2022. ... (4 pages)View decision -
Decision Reference DRN-5249176
22 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5249176 The complaint Mr G complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and then increased the credit limits. What happened Mr G applied for a Marbles credit card with NewDay in November 2015. In his application, Mr G said he wa... (3 pages)View decision -
Decision Reference DRN-5272198
22 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5272198 The complaint Miss H1 and Miss H2 complain because AXA PPP Healthcare Limited (‘AXA PPP’) declined claims made under a private medical insurance policy and retrospectively added exclusions to the policy. Miss H1 and Miss H2’s complaint has been brought to us by a representat... (6 pages)View decision -
Decision Reference DRN-5259773
22 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5259773 The complaint Ms H complained it took an excessive amount of time to complete her remortgage to Barclays Bank UK PLC. Ms H said that left her paying her old lender’s Standard Variable Rate (“SVR”) about a thousand pounds more each month than her new Barclays mortgage. What h... (7 pages)View decision -
Decision Reference DRN-5209825
22 Jan 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5209825 The complaint Mr L has complained about a replacement handset he was sent by Assurant General Insurance Limited (Assurant) following a claim he made under a mobile phone policy. What happened Mr L contacted Assurant to make a claim for damage to his mobile phone. He also up... (3 pages)View decision -
Decision Reference DRN-5221631
22 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5221631 The complaint Mr J complains that Barclays Bank UK PLC (Barclays), trading as Barclaycard, cancelled his credit card in error while he was abroad. What happened In May 2024 Barclays blocked Mr J’s card and issued a replacement card to his home address when all they should ha... (2 pages)View decision -
Decision Reference DRN-5159814
22 Jan 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5159814 The complaint Mr C complains that Telefonica UK Limited trading as O2 incorrectly applied a default to his credit file. He says this blocked him from accessing personal and business credit. He wants the default removed from his credit file, a full written apology from O2 and... (4 pages)View decision -
Decision Reference DRN-5218090
22 Jan 2025 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-5218090 The complaint Mr K complains that AXA XL Insurance Company UK Limited hasn’t paid a medical expenses claim he made on a sports travel insurance policy. What happened On 5 July 2024, Mr K took out a single trip sports travel insurance policy through a broker. At the time of b... (3 pages)View decision