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
-
Decision Reference DRN-4488712
1 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4488712 The complaint Ms H complains U K Insurance’s (trading as Churchill) management of her subsidence claim has caused significant delay, distress and inconvenience. UKI’s used agents for the management of the claim. For simplicity I’ve generally, but not always, referred to the age... (5 pages)View decision -
Decision Reference DRN-4564840
1 Feb 2024 Vodafone Limited UpheldConsumer CreditDRN-4564840 The complaint Mr L complains that direct debit payments were taken from the wrong account following an upgrade of a mobile phone supplied by Vodafone Limited. What happened In September 2022 Mr L and his daughter (Miss L) contacted Vodafone to upgrade a mobile phone. Mr L was t... (2 pages)View decision -
Decision Reference DRN-4554973
1 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4554973 The complaint Mr R complains National Westminster Bank Plc (“NatWest”) closed his accounts and it’s provided a poor customer and complaint handling service. What happened In early July 2020, following an internal review, NatWest contact Mr R to discuss his account activity. Fol... (8 pages)View decision -
Decision Reference DRN-4596444
1 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4596444 The complaint Mr P complains about the claim settlement AXA Insurance UK Plc made under his travel insurance policy. What happened Mr P was on holiday abroad, and he was due to fly back to the UK on 17 March 2020. He held an annual multi-trip travel insurance policy, provided b... (4 pages)View decision -
Decision Reference DRN-4581592
1 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4581592 The complaint Miss U has complained about the amount Advantage Insurance Company Limited has paid in settlement of her claim under her car insurance policy. And about the way Advantage handled her claim. Advantage is the underwriter (insurer) of this policy. Much of this compla... (2 pages)View decision -
Decision Reference DRN-4291355
1 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4291355 The complaint Mr and Mrs K are unhappy Santander UK Plc won’t reimburse them for the money they lost when Mr K fell victim to a scam. What happened Mr and Mrs K are represented in this complaint by a solicitor, for simplicity I will refer to Mr and Mrs K throughout this decisio... (5 pages)View decision -
Decision Reference DRN-4411082
1 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4411082 The complaint Mr C complains about the actions of Nationwide Building Society concerning an account for a trust of which he was a trustee. What happened Mr C and his daughter, Ms B, were trustees of a trust. In 2017 they opened two savings accounts with Nationwide. Mr C says th... (3 pages)View decision -
Decision Reference DRN-4583674
1 Feb 2024 Bank of Scotland Plc UpheldMortgagesDRN-4583674 The complaint Mr and Mrs A have complained about a delay by Bank of Scotland plc trading as Halifax in responding to their solicitor about their mortgage and secured loans. They say the delay meant they couldn’t complete on their new equity release mortgage before the offer exp... (7 pages)View decision -
Decision Reference DRN-4533570
1 Feb 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4533570 The complaint Ms M complains that J.P. Morgan Europe Limited trading as Chase did not refund a series of payments she lost as part of a scam. What happened Ms M was interested in investing some of her money, and found an advert online with celebrities, including Martyn Lewis, a... (3 pages)View decision -
Decision Reference DRN-4448508
1 Feb 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4448508 The complaint Mr R is unhappy with the service he received from PrePay Technologies Limited when he was on holiday. What happened Mr R took out a travel card for his holiday. When he arrived at his destination, he tried to make withdrawals on the card. Unfortunately, one of his... (2 pages)View decision
