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-4687097
15 Mar 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4687097 The complaint Mr D has complained about his motor insurer Sabre Insurance Limited, regarding an increased policy premium and his policy being cancelled, with further charges applied. What happened Mr D thought he may have had an incident. So he updated Sabre but didn’t make a c... (3 pages)View decision -
Decision Reference DRN-4681886
15 Mar 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4681886 The complaint Mrs S has complained that Lloyds General Insurance Limited (trading as Halifax) declined a claim she made on her buildings insurance policy for damage due to an escape of water. What happened At the end of April 2023, an area of the dining room floor gave way as a... (3 pages)View decision -
Decision Reference DRN-4610692
15 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4610692 The complaint Mr W complains that Starling Bank Limited did not refund the £10,000 he lost to a scam What happened All parties are aware if the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr W invested £10,000 in a company he was int... (5 pages)View decision -
Decision Reference DRN-4625176
15 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4625176 The complaint Miss S complains Monzo Bank Ltd defaulted her credit card account without telling her how to repay the overdue balance. What happened Miss S says Monzo applied a default to her account but never told her this would happen. She says she sent emails to Monzo regardi... (2 pages)View decision -
Decision Reference DRN-4654172
15 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4654172 The complaint Ms P complains AXA Insurance UK Plc (“AXA”) has unfairly declined her claim on her home insurance policy for contents stolen from her car. Any reference to AXA includes its agents. What happened Ms P’s home insurance policy renewed in September 2022. The policy co... (2 pages)View decision -
Decision Reference DRN-4601812
15 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4601812 The complaint Mr R complains Barclays Bank UK PLC trading as Barclaycard never contacted him after he took out his credit card. He says this led to a default being unfairly applied. What happened My understanding is Mr R opened his credit card account in September 2016. The acc... (3 pages)View decision -
Decision Reference DRN-4686899
15 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4686899 The complaint Mr B is unhappy that Lloyds Bank PLC have not provided him with the funds from his dormant account. He would like the money in his account with interest owed. What happened Mr B held a passbook account with Lloyds which as of December 1979 showed he had a balance ... (2 pages)View decision -
Decision Reference DRN-4686400
15 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4686400 The complaint Mrs S complains that Nationwide Building Society (Nationwide) restricted her accounts and took too long to let her access them again. Mrs S is represented by her daughter, Ms S1. Ms S1 is also lasting power of attorney for Mrs S. What happened In October 2021, Nat... (5 pages)View decision -
Decision Reference DRN-4482218
15 Mar 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4482218 The complaint Mr K complains Madison CF UK Limited trading as 118 118 Money didn’t set up a repayment plan properly for his credit card account – and they gave him very poor customer service when he queried this. What happened In December 2022 Mr K unfortunately lost his job. A... (2 pages)View decision -
Decision Reference DRN-4686798
15 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4686798 The complaint Mr A has complained about his motor insurer AXA Insurance UK Plc because it accepted and settled a claim against him from another driver without questioning it or telling him. With the claim also having affected his premium at renewal. What happened Mr A, reversin... (5 pages)View decision
