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-3940663
1 Feb 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3940663 The complaint Ms P complains about the way AA Underwriting Insurance Company Limited (AAUICL) handled a claim she had following an accident. What happened Ms P has an insurance policy which she bought through a broker (AAISL). The policy was set up a... (3 pages)View decision -
Decision Reference DRN-3940667
1 Feb 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3940667 The complaint Mrs C complains AXA Insurance UK Plc unfairly declined her Buildings Insurance claim. Mrs C is being represented in her complaint by Mr L. All references to AXA also include its appointed agents. What happened The details of this complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN-3871161
1 Feb 2023 British Gas Insurance Limited UpheldInsuranceDRN-3871161 The complaint Mr M complains about the service he received from British Gas Insurance Limited following an engineer visit to his home. He’s also unhappy with the way in which his claim for damage resulting from repairs that were undertaken by the engineer has been dealt with. W... (5 pages)View decision -
Decision Reference DRN-3893553
1 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3893553 The complaint Mr H complains that National Westminster Bank Plc (NatWest) delayed adding his daughter to his account and ignored his preferred method of communication. What happened In August 2022 Mr H asked NatWest to add his daughter to his Select Account. He said he attempte... (3 pages)View decision -
Decision Reference DRN-3820778
1 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3820778 The complaint Miss D complains that Barclays Bank UK PLC failed to process her international payment instruction. What happened In April 2022, Miss D made an international payment of £9,000 to her account in Cyprus. However in May, she noticed that the payment hadn’t been recei... (3 pages)View decision -
Decision Reference DRN-3728114
1 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3728114 The complaint Miss W is unhappy Monzo Bank Ltd won’t refund transactions she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my deci... (2 pages)View decision -
Decision Reference DRN-3939322
1 Feb 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3939322 The complaint Ms W complains about a motor finance agreement she had with Mercedes-Benz Financial Services UK Limited (MBFS). Ms W exercised her right to hand the vehicle back early but is unhappy that MBFS has applied additional charges at the end of the contract relating to d... (7 pages)View decision -
Decision Reference DRN-3937073
1 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3937073 The complaint Mr C complains Barclays Bank UK Plc registered a fraud marker at CIFAS, the national fraud database and closed his account. He doesn’t think it’s treated him fairly. He’d like Barclays to compensate him for the difficulties this caused. What happened I issued my p... (4 pages)View decision -
Decision Reference DRN-3902324
1 Feb 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3902324 The complaint Miss J and Mr S are unhappy Great Lakes Insurance SE turned down a claim they made on their wedding insurance policy. What happened Miss J and Mr S took out wedding insurance with Great Lakes to cover a wedding originally scheduled for August 2020. The date had to... (2 pages)View decision -
Decision Reference DRN-3782076
1 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3782076 The complaint Mr D feels that NewDay Limited has treated him unfairly in relation to the purchase of a golf trip. What happened In April 19 Mr D arranged a golf trip for a total of eight people abroad. The trip included all- inclusive accommodation, transfers and five golf roun... (3 pages)View decision
