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 125400 results
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Decision Reference DRN-4515032
10 May 2024 NewDay Ltd UpheldConsumer CreditDRN-4515032 The complaint Mr M complains that NewDay Ltd made it impossible for him to carry out a balance transfer. What happened Mr M had a store card account with a third party, who ceased trading. His account was sold to NewDay in 2021. NewDay closed his account, which meant that he co... (3 pages)View decision -
Decision Reference DRN-4792347
10 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4792347 The complaint Mr D complains about how long it took AXA Insurance UK Plc to deal with his motorbike insurance claim after he had an accident abroad. AXA are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of its agents for which AX... (3 pages)View decision -
Decision Reference DRN-4750326
10 May 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4750326 The complaint Mr E complains that Zopa Bank Limited (“Zopa”) irresponsibly granted him a credit card that he couldn’t afford to repay. What happened Mr E entered into an agreement with Zopa to have access to credit with a credit card account. The account was opened in March 202... (3 pages)View decision -
Decision Reference DRN-4792260
10 May 2024 Aviva Insurance UK Limited UpheldInsuranceDRN-4792260 The complaint Mrs M complains that Aviva Insurance UK Limited didn’t carry out a lasting repair to her floor, which has started to deteriorate. What happened In 2012, Mrs M’s home suffered flood damage and required repairs, completed in 2013. These repairs included replacing th... (5 pages)View decision -
Decision Reference DRN-4789748
10 May 2024 HDI Global Specialty SE UpheldInsuranceDRN-4789748 The complaint Mr P complains about HDI Global Specialty SE’s (“HDI”) decision to void his buildings insurance policy and decline to deal with his claim. What happened Mr P bought a property on 28 October 2022 and took out a home insurance policy with HDI after using an online c... (7 pages)View decision -
Decision Reference DRN-4265452
10 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4265452 The complaint W complain Lloyds Bank PLC (“Lloyds”) closed their accounts and provided poor communication. What happened In October 2022, following an internal review, Lloyds wrote to W and informed them it was no longer able to provide them with its banking services - and that... (3 pages)View decision -
Decision Reference DRN-4792221
10 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4792221 The complaint Mr S complains that Revolut Ltd has declined to refund payments from his account that he says he didn’t make or allow anyone else to make. What happened Mr S says that his mobile phone was stolen while he was working in a cafe in early February 2023. He says he re... (5 pages)View decision -
Decision Reference DRN-4657649
10 May 2024 Neovision Wealth Management Limited UpheldPensions and AnnuitiesDRN-4657649 The complaint Mr Z has complained, through a representative, that NeoVision Wealth Management Limited gave him unsuitable advice to switch his pensions and make unsuitable investments. What happened Mr Z’s complaint was considered by one of our investigators. She sent her asses... (6 pages)View decision -
Decision Reference DRN-4579161
10 May 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4579161 The complaint Mr D complains that National Westminster Bank Plc (“NatWest”) isn’t able to explain how they’ve applied interest to a personal loan he held with them. Mr D is also unhappy that NatWest applied interest on overpayments he made. What happened Mr D held a personal lo... (4 pages)View decision -
Decision Reference DRN-4718677
10 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4718677 The complaint Mrs K is unhappy with the amount of time it took Santander UK Plc to refund her after she fell victim to a scam and lost money by way of a credit card payment. What happened The background to this complaint is well-known to both parties, and so the below represent... (3 pages)View decision
