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 121876 results
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Decision Reference DRN-3288464
17 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3288464 The complaint G, a limited company, complains that Barclays Bank UK Plc didn’t do enough to prevent it being the victim of an email invoice interception scam. G is represented in this complaint by Mr P, the company’s director, and a legal representative. But for ease of reading... (14 pages)View decision -
Decision Reference DRN-4147343
17 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4147343 The complaint Mrs C has complained about the way Advantage Insurance Company Limited dealt with a claim she made under her motor insurance policy. I will just refer to Advantage in this decision for simplicity, but this also includes its agents. What happened In summary, follow... (2 pages)View decision -
Decision Reference DRN-4225473
17 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4225473 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money are not treating customers the same who hold offline accounts and online accounts. What happened Mr G says he has been a Virgin Money customer for more than ten years. Recently he rang Virgin Money a ... (3 pages)View decision -
Decision Reference DRN-4248896
17 Jul 2023 American International Group UK Limited UpheldInvestmentsDRN-4248896 The complaint Mr L is unhappy that American International Group UK Limited (‘AIG’) has been charging him too much for a critical illness policy which provides cover for cancer (‘the policy’). What happened Mr L took out the policy in 2013 and pays a monthly premium for it. In 2... (3 pages)View decision -
Decision Reference DRN-4248624
17 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4248624 The complaint Ms M complains that AXA Insurance UK Plc unfairly declined her claim on her home insurance policy. What happened Ms M had home insurance that was underwritten by AXA. She had included cover for a specified ring as part of the policy. In March 2022 she had to have ... (2 pages)View decision -
Decision Reference DRN-4248572
17 Jul 2023 ReAssure Limited UpheldInvestmentsDRN-4248572 The complaint Mr and Mrs C’s complaint is about a flexible mortgage plan they had with ReAssure. They believe that at the end of the term, the plan terms and conditions allowed them to leave the maturity value invested, but ReAssure didn’t call them when it should have and enca... (6 pages)View decision -
Decision Reference DRN-4222194
17 Jul 2023 Oplo PL Ltd UpheldConsumer CreditDRN-4222194 Complaint Mr W has complained that Oplo PL Ltd (“Oplo”) irresponsibly lent to him. He says he was struggling financially and the payments to this loan were unaffordable. Background Oplo provided Mr W with a loan in April 2018. The loan was for £8,000.00, had an APR of 27.45% an... (5 pages)View decision -
Decision Reference DRN-4247561
16 Jul 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4247561 The complaint Mr F and Mrs F complain about Lloyds Bank General Insurance Limited trading as Halifax (“Halifax”) for declining their claim for damage to a Velux window during extreme heat. They want Halifax to settle their claim. What happened Mr F and Mrs F have owned their ho... (2 pages)View decision -
Decision Reference DRN-4068378
14 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4068378 The complaint Miss C is unhappy with how Aviva Insurance Limited handled a claim made on her home insurance following an escape of water. Reference to Aviva includes its appointed agents and representatives. What happened Miss C had a home insurance policy with Aviva that cover... (8 pages)View decision -
Decision Reference DRN-4094577
14 Jul 2023 Bank of Scotland Plc UpheldInvestmentsDRN-4094577 The complaint Mr C complains that Bank of Scotland plc trading as Halifax failed to reply to a subject access request he made, and didn’t answer his questions about how staff were paid for advice he received. What happened In 2007 Mr C was advised by Halifax to invest £7,000 in... (4 pages)View decision
