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-4559157
16 Feb 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4559157 The complaint Mr C complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happe... (3 pages)View decision -
Decision Reference DRN-4303034
16 Feb 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4303034 The complaint Mr W complains that Pi Financial Limited (Pi) provided him with unsuitable advice to transfer his existing pension plans to a Self-Invested Personal Pension (SIPP) and invest with Mayfair Capital Limited (Mayfair), resulting in unnecessary fees and investment loss... (9 pages)View decision -
Decision Reference DRN-4626450
16 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4626450 The complaint Mr and Mrs H complain about the way Royal & Sun Alliance Insurance Limited [“RSA”] has handled a claim they’ve made under their buildings insurance policy. What happened I previously issued a provisional decision on this matter on 1 February 2024, an extract o... (8 pages)View decision -
Decision Reference DRN-4573607
16 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4573607 The complaint Mr A complains that Advantage Insurance Company Limited (“Advantage”) damaged his car when it was repairing it following a claim on his motor insurance policy. When I mention Advantage I also mean its suppliers and repairers. What happened Mr A had a motor insuran... (4 pages)View decision -
Decision Reference DRN-4620954
16 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4620954 The complaint Mr and Mrs M have complained that poor service from Barclays Bank UK PLC in 2023 delayed the movement of funds from their account to a product with another provider. What happened I have previously issued a provisional decision regarding this complaint. The follow... (8 pages)View decision -
Decision Reference DRN-4496819
16 Feb 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4496819 The complaint Miss C says Zopa Bank Limited irresponsibly lent to her. What happened Miss C took out a 24-month loan for £15,000 in April 2022. The monthly repayments were £682.67 and the total repayable was £16,383.99. Miss C started to have problems making her repayments in J... (3 pages)View decision -
Decision Reference DRN-4626120
16 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4626120 The complaint Mrs C and Mr P have complained that Great Lakes Insurance SE (‘Great Lakes’) has unfairly declined their claim. All reference to Great Lakes includes any agents acting on its behalf. What happened Mrs C and Mr P have a travel insurance policy underwritten by Great... (2 pages)View decision -
Decision Reference DRN-4511373
16 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4511373 The complaint Mr and Mrs C have complained that Barclays Bank UK PLC (“Barclays”) closed their account after they’d updated their address to a UK address. What happened Barclays wrote to Mr and Mrs C on 10 October 2022 to say that it was applying limitations on accounts registe... (3 pages)View decision -
Decision Reference DRN-4620939
16 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4620939 The complaint Mr G has complained about the amount AXA Insurance UK Plc has offered to settle a claim he made on his buildings insurance policy. Reference to AXA includes its agents and representatives. What happened As the circumstances of this complaint aren’t in dispute, I’l... (3 pages)View decision -
Decision Reference DRN-4477330
16 Feb 2024 Countrywide Assured Plc UpheldInsuranceDRN-4477330 The complaint Mr K complains about a policy that is now owned by Countrywide Assured Plc (‘Countrywide’). He has complained about the lack of response from Countrywide about his requests for information, and the poor customer service he says he has received in general. He has a... (4 pages)View decision
