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 125299 results
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Decision Reference DRN-4037377
12 Jun 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4037377 The complaint Mr C complains that National Westminster Bank Plc (NatWest) blocked her account without explaining why, and then subsequently closed it. She’d like to be compensated. What happened Ms C held an account with NatWest. In November 2022 the bank began an internal revi... (2 pages)View decision -
Decision Reference DRN-4183240
12 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4183240 The complaint Miss O complains U K Insurance Limited trading as Direct Line (UKI) unfairly declined a claim against her pet insurance policy. What happened Miss O held pet insurance with UKI for her dog. It provided cover for vet fees, amongst other things, for up to 12-months ... (5 pages)View decision -
Decision Reference DRN-4184003
12 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4184003 The complaint Miss D complains that Barclays Bank UK PLC (“Barclays”) won’t reimburse money she lost to two investment scams. Miss D is being represented by solicitors in her complaint. What happened Miss D was looking online for investment trading opportunities. In April 2021,... (5 pages)View decision -
Decision Reference DRN-4174470
12 Jun 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4174470 The complaint Miss K complains that Revolut Ltd (“Revolut”) refuses to refund her losses after she fell victim to a scam. Background In or around April 2021, Miss K contacted a company I’ll call “S” after coming across a video online about its ability to help her invest her mon... (5 pages)View decision -
Decision Reference DRN-3693252
12 Jun 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3693252 The complaint Mr V complains that Aviva Life & Pensions UK Limited has failed to treat him fairly when calculating the value of his accrued pension benefits. What happened Mr V holds pension savings with Aviva. Those pension savings are held in a with-profits fund that is d... (4 pages)View decision -
Decision Reference DRN-4069775
12 Jun 2023 Forsakringsaktiebolaget Agria (publ) UpheldInsuranceDRN-4069775 The complaint Miss G complains about how Forsakringsaktiebolaget Agria (publ) dealt with the claim for her dog’s medication. What happened Miss G has insurance for her dog with Agria. In November 2018 the dog was diagnosed with exocrine pancreatic insufficiency (EPI). There’s n... (4 pages)View decision -
Decision Reference DRN-4127218
12 Jun 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4127218 The complaint Mr R complains that Inter Partner Assistance S.A. (“IPA”) mishandled his claim on a breakdown insurance policy. Much of this complaint concerns acts and omissions of IPA’s service providers. As I hold IPA responsible for such acts or omissions, I may refer to them... (7 pages)View decision -
Decision Reference DRN-4116755
12 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4116755 The complaint Mr H is unhappy Royal & Sun Alliance Insurance Limited turned down a claim he made on his wedding insurance policy. What happened Mr H was due to get married (to Ms M) in April 2021 in an overseas location. The wedding couldn’t go ahead because of the Covid-19... (3 pages)View decision -
Decision Reference DRN-4009759
12 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-4009759 The complaint Ms J complains about a claim settlement following a claim she made under her home insurance policy with QIC Europe Ltd. QIC are the underwriters (insurers) of this policy. Part of this complaint concerns the actions of their appointed agents. As QIC have accepted ... (3 pages)View decision -
Decision Reference DRN-4126610
12 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4126610 The complaint Miss T complains that HSBC UK Bank Plc (“HSBC”) have failed to refund £3,279.80 she lost to a bank impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will provide a br... (2 pages)View decision
