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 120936 results
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Decision Reference DRN-3968844
16 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3968844 The complaint Mr B complains about the way Clydesdale Bank Plc trading as Virgin Money (‘CB’) handled a claim he made in respect of a purchase on his credit card. What happened Mr B bought theme park tickets using his CB credit card from a travel agent (‘the supplier’) for use ... (4 pages)View decision -
Decision Reference DRN-3962698
16 Feb 2023 AXA France IARD UpheldInsuranceDRN-3962698 The complaint Mrs W has complained that AXA France IARD mis-sold her a store card payment protection insurance (PPI) policy in 1992. What happened Mrs W was sold PPI at the same time as taking out the card. Our adjudicator upheld the complaint. AXA France disagrees with the adj... (2 pages)View decision -
Decision Reference DRN-3868489
16 Feb 2023 HDI Global Specialty SE UpheldInsuranceDRN-3868489 The complaint Mr and Mrs C complain HDI Global Specialty SE settled their landlord’s insurance claim unfairly. HDI’s been represented for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being those of HDI. What happened Mr and Mrs C claimed on th... (2 pages)View decision -
Decision Reference DRN-3970113
16 Feb 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3970113 The complaint Ms C complains that Starling Bank Limited did not do enough to help her after she fell victim to a scam. What happened In November 2021, Ms C fell victim to a bank impersonation scam and lost over £42,000. She sent money from her Starling account and from her acco... (4 pages)View decision -
Decision Reference DRN-3657092
16 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3657092 The complaint Mr O complains that National Westminster Bank Plc (“NatWest”) rejected his application for a Reward account. What happened Mr O made an online application for a NatWest account and he wanted to take advantage of an introductory incentive they had at the time. On t... (3 pages)View decision -
Decision Reference DRN-3945605
16 Feb 2023 AWP P&C SA UpheldInsuranceDRN-3945605 The complaint Mr and Mrs S are unhappy that AWP P&C SA declined a claim they made under their travel insurance policy. What happened Mr and Mrs S had travel insurance, with AWP, through their packaged bank account. The policy provided cover to them, for various pre-departur... (3 pages)View decision -
Decision Reference DRN-3959936
16 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3959936 The complaint Mr S complains about multiple errors made by Barclays Bank UK PLC when reporting a lost debit card. What happened On 13 May 2022, Mr S called Barclays to report his debit card lost. He was told the lost card would be blocked and that a new card would be issued and... (3 pages)View decision -
Decision Reference DRN-3970900
16 Feb 2023 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-3970900 The complaint Mr B complains Hub Financial Solutions Limited’s (Hub) poor service delayed its advice process regarding Mr B’s defined benefit (DB) pension scheme benefits. Mr B says this caused him a financial loss because it meant his transfer value expired, so this had to be ... (5 pages)View decision -
Decision Reference DRN-3929384
16 Feb 2023 Covea Insurance plc UpheldInsuranceDRN-3929384 The complaint Mrs B and Mrs B complain about how Covea Insurance plc handled their claim on their home insurance. Mrs B and Mrs B are joint policy holders, and have been represented by a third party throughout their claim and complaint. However for ease of reading I will refer ... (3 pages)View decision -
Decision Reference DRN-3931419
16 Feb 2023 Hitachi Capital (UK) Plc UpheldConsumer CreditDRN-3931419 The complaint Mrs P acquired household fixtures in August 2019, partly by means of fixed sum loan agreement with Hitachi Capital (UK) Plc. She complains that the installed fixtures were not of satisfactory quality at the point of supply, and that attempts by the supplier to cor... (8 pages)View decision
