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 118878 results
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Decision Reference DRN-3846837
7 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3846837 The complaint Mr W complains Bank of Scotland plc’s (trading as “Halifax”) approach to strong customer authentication means that his “internet account” is no longer truly an “internet account”. He says that means there are times when he won’t be able to use his account when he ... (8 pages)View decision -
Decision Reference DRN-3769967
7 Dec 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3769967 The complaint Mr T complains that Casualty and General Insurance Company (Europe) Ltd (C & G) have declined their claim for treatment provided to their Dachshund dog F. What happened In March 2022 F became partially paralysed by Intervertebral Disc Disease (IVDD) and neede... (3 pages)View decision -
Decision Reference DRN-3845861
7 Dec 2022 MBNA Limited UpheldBanking and PaymentsDRN-3845861 The complaint Miss C complains that MBNA Limited have registered a default with the credit reference agencies (CRA’s), despite her making payments through a debt management charity. What happened Miss C has a credit card with MBNA. As she was suffering from financial difficulti... (5 pages)View decision -
Decision Reference DRN-3846384
7 Dec 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3846384 The complaint Mr K and Mrs K complain about AA Underwriting Insurance Company Limited (“AA”)’s decision not to offer settlement for their resin driveway. They want AA to increase the offer of settlement to allow them to have their driveway replaced. What happened Mrs K and Mr K... (3 pages)View decision -
Decision Reference DRN-3721555
7 Dec 2022 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-3721555 The complaint Mr M complains about the advice The Royal London Mutual Insurance Society Limited gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has cause... (6 pages)View decision -
Decision Reference DRN-3846588
7 Dec 2022 Madison CF UK Limited UpheldBanking and PaymentsDRN-3846588 The complaint Mrs S complains that Madison CF UK Limited trading as 118 118 Money irresponsibly provided her with a credit card and increased the credit limit when she was unable to afford the repayments. What happened Mrs S was provided with a credit card by 118 118 Money on 9... (3 pages)View decision -
Decision Reference DRN-3818095
7 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3818095 The complaint Mr K has complained that British Gas Insurance Limited’s technicians provided a poor level of service under his Homecare insurance policy, which led to damage to his floor and an injury to his arm. What happened Mr K thought there was a water leak in his kitchen a... (2 pages)View decision -
Decision Reference DRN-3847118
7 Dec 2022 Unum Ltd UpheldInsuranceDRN-3847118 The complaint Mrs S complains that Unum Ltd turned down an income protection claim she made on her employer’s group insurance policy. What happened Mrs S was a member of her employer’s group income protection policy. She was insured on an ‘own occupation’ basis. The policy defe... (5 pages)View decision -
Decision Reference DRN-3847124
7 Dec 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3847124 The complaint Mr G complains about the way AXA PPP Healthcare Limited handled his private medical insurance claim. What happened Briefly, Mr G made a private medical insurance claim when he was referred to a specialist for varicose vein treatment. AXA requested a procedure code... (3 pages)View decision -
Decision Reference DRN-3770300
7 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3770300 The complaint Mr L has complained that Nationwide Building Society irresponsibly lent to him. What happened Mr L opened a credit card account with Nationwide in January 2019. The initial credit limit was £5,400. Mr L eventually defaulted on his credit card. Mr L says that Natio... (3 pages)View decision
