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-4446001
20 Feb 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4446001 The complaint A company, which I’ll refer to as S complains that ClearBank Limited (‘ClearBank’) won’t refund the money S lost in a scam. Mrs S, who is a director of S brings the complaint on S’s behalf. What happened S is represented in this case but for ease I’ll refer to S a... (3 pages)View decision -
Decision Reference DRN-4478871
19 Feb 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4478871 The complaint Mr C has complained about the service he received from Domestic & General Insurance PLC (D&G) when he experienced problems with his domestic boiler. I previously issued a provisional decision in this case with which D&G has agreed. Mr C made some obser... (4 pages)View decision -
Decision Reference DRN-4631720
19 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4631720 The complaint Mrs H complains that Barclays Bank UK PLC delayed sending her title deeds. As a result she missed the chance to re-mortgage before rates increased. What happened Mrs H received an offer for an equity release mortgage. She needed her property title deeds to complet... (2 pages)View decision -
Decision Reference DRN-4410244
19 Feb 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4410244 The complaint Mr N says ReAssure Limited is responsible for poor handling of his pension. Amongst other matters he identifies the provision of incorrect or incomplete information, inadequate processes and delays. He says he also incurred unnecessary tax charges. What happened M... (7 pages)View decision -
Decision Reference DRN-4533773
19 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4533773 The complaint Ms K complains Nationwide Building Society (“Nationwide”) blocked and closed some of her accounts without notice nor explanation. Ms K say Nationwide’s actions caused her financial loss, distress, and inconvenience given she was on holiday and left without access ... (4 pages)View decision -
Decision Reference DRN-4352315
19 Feb 2024 Allium Money Limited UpheldConsumer CreditDRN-4352315 The complaint Mrs T complains that Allium Money Limited won’t refund to her the money that she paid for some holiday club membership points. Her husband is also involved in her complaint and she’s being represented by a claims management company. What happened Mrs T and her hus... (5 pages)View decision -
Decision Reference DRN-4556346
19 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4556346 The complaint Ms L complains about how AXA Insurance UK Plc handled a claim made on her motor insurance policy. She wants it to refund her policy excess and increase her compensation for being without a courtesy car. What happened Ms L was involved in an incident and AXA took ... (2 pages)View decision -
Decision Reference DRN-4546728
19 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4546728 The complaint Mr L1, Mrs L, Mr L2 and Mr L3 complain about U K Insurance Limited’s (UKI) settlement of their travel insurance claim. My references to UKI include its claim handler agent. Mr L1 has led the claim and complaint for his family so for simplicity I’ll just refer to M... (4 pages)View decision -
Decision Reference DRN-4561271
19 Feb 2024 BISL Limited UpheldInsuranceDRN-4561271 The complaint Mrs B complains that BISL Limited didn’t make it clear that it wasn’t the insurer for her motor insurance policy. She wants compensation for the stress and upset this caused when she made a claim on her policy. What happened Mrs B took out a policy through BISL us... (2 pages)View decision -
Decision Reference DRN-4629344
19 Feb 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4629344 The complaint Mr A has complained about the way Haven Insurance Company Limited handled his claim for damage to his car under his Taxi Insurance policy. What happened Mr A’s car, which he used as a taxi, was damaged when a van reversed into it in March 2023. He contacted Haven ... (6 pages)View decision
