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-4603201
7 Feb 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4603201 The complaint Mr and Mrs T complain about how Chaucer Insurance Company Designated Activity Company dealt with a claim against their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. I... (4 pages)View decision -
Decision Reference DRN-4550678
7 Feb 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4550678 The complaint Mr and Mr A are unhappy with the customer service provided to them by Rock Insurance Services Limited in relation to their travel insurance policy. What happened In May 2022, Mr and Mr A took out an annual multi-trip travel insurance policy for their family, provi... (2 pages)View decision -
Decision Reference DRN-4605927
7 Feb 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4605927 The complaint Mr C complains that NewDay Ltd trading as Amazon Card closed his account. What happened Mr C had an Amazon branded NewDay credit card. Through the application (app), he received a letter stating that the credit card was closing and that the account would be transf... (5 pages)View decision -
Decision Reference DRN-4508784
7 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4508784 The complaint Mr Q complains about the time it took Aviva Insurance Limited (“Aviva”) to close a claim under his car insurance policy What happened Mr Q had car insurance cover with Aviva. He was involved in a collision in February 2022 causing damage to his car. He made a clai... (2 pages)View decision -
Decision Reference DRN-4534332
7 Feb 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4534332 The complaint Mr K has complained that Skyfire Insurance Company Limited has continued to delay in dealing with his claim under his motor policy. What happened This is the second complaint Mr K said he has had to make with ongoing delays by Skyfire in dealing with his claim und... (2 pages)View decision -
Decision Reference DRN-4542046
7 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4542046 The complaint Mr H complains that Nationwide Building Society blocked his account, so he had no access to his funds. He would like access to the funds in his account and compensation. What happened The detailed background of this complaint is well known to both parties. So, I’l... (4 pages)View decision -
Decision Reference DRN-4605612
7 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4605612 The complaint Mr M complains that Barclays Bank UK PLC failed to transfer an ISA from a different bank. Mr M said he lost out on interest when this happened, and Barclays accepted responsibility for that so it told him it would cover his loss. But then it refused to do so. What... (4 pages)View decision -
Decision Reference DRN-4401710
7 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4401710 The complaint Mr B and Ms M are unhappy that HSBC UK Bank Plc won’t reimburse them for money they lost as a result of a scam. What happened In April 2021 Mr B became friends with someone in an online hobby forum he frequented. He began to talk about investing with this person, ... (7 pages)View decision -
Decision Reference DRN-4604524
7 Feb 2024 Commsave Credit Union Limited UpheldConsumer CreditDRN-4604524 Complaint Mr M has complained that Commsave Credit Union Limited (“Commsave”) provided him with unaffordable loans. He says the loans were unaffordable because of a gambling addiction. Background Commsave provided Mr M with a total of ten loans. Mr M’s borrowing history with Co... (7 pages)View decision -
Decision Reference DRN-4597373
6 Feb 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4597373 The complaint Mr A says American Express Services Europe Limited (AESEL) treated him unfairly in relation to his credit card account. What happened Essentially, Mr A asked AESEL to transfer a £15 credit on his account to another account. The transfer was unsuccessful and Mr A s... (3 pages)View decision
