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 121262 results
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Decision Reference DRN-3808429
4 Dec 2022 Sainsbury's Bank Plc UpheldInsuranceDRN-3808429 The complaint Mrs G and Mr G complain that Sainsbury’s Bank Plc (“Sainsbury’s”) renewed their buildings and contents insurance policy automatically without notifying them. What happened Mrs G and Mr G took out buildings and contents insurance which was arranged by Sainsbury’s. ... (4 pages)View decision -
Decision Reference DRN-3835963
4 Dec 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3835963 The complaint Miss C complains that HSBC UK Bank Plc refused to allow her to re-start her loan repayments and complains about the information reported on her credit file about the loan. What happened Miss C was unwell in 2020 and via a third-party debt help organisation I will ... (3 pages)View decision -
Decision Reference DRN-3731960
3 Dec 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3731960 The complaint Mrs C complains that Barclays Bank UK PLC (Barclays) wrote to her about a loan that wasn’t hers. What happened Mrs C didn’t have a loan from Barclays, but she received letters from Barclays’ debt collection agency. There were approximately nine letters sent to her... (2 pages)View decision -
Decision Reference DRN-3692154
2 Dec 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3692154 The complaint Mr W is unhappy with the service The Co-operative Bank Plc provided after it placed a fraud block on his account. What happened On 26 June 2021 The Co-op Bank placed a fraud block on Mr W’s account. It called Mr W and left a voicemail asking him to call back. When... (3 pages)View decision -
Decision Reference DRN-3766141
2 Dec 2022 U K Insurance Limited UpheldInsuranceDRN-3766141 The complaint Mr G complained that U K Insurance Limited trading as Privilege undervalued his car following his claim on his motor insurance policy. What happened After Mr G’s car was damaged in an accident Privilege decided that it was uneconomical to repair. So they offered h... (5 pages)View decision -
Decision Reference DRN-3839831
2 Dec 2022 Ageas Insurance Limited UpheldInsuranceDRN-3839831 The complaint Mr D, on behalf of the Estate of Ms D, has complained that Ageas Insurance Limited (Ageas) unfairly declined a claim for damage to a wall under a home insurance policy. What happened Ms D contacted Ageas to make a claim when a wall in her garden collapsed. A few m... (4 pages)View decision -
Decision Reference DRN-3816691
2 Dec 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3816691 The complaint Mrs M is unhappy that John Lewis Financial Services Limited (‘JLF’) would not refund her for a purchase she made using her credit card. What happened Mrs M bought a flight using her JLF credit card but it was cancelled because of the global Covid-19 pandemic. Mrs... (4 pages)View decision -
Decision Reference DRN-3356989
2 Dec 2022 Phoenix Wealth Services Limited UpheldInvestmentsDRN-3356989 The complaint Mr H has complained about how Phoenix Wealth Services Limited (trading as Phoenix Wealth) dealt with distributions paid into his pension account. He feels he has lost out financially. He is also unhappy that they didn’t transfer his account to another provider, as... (3 pages)View decision -
Decision Reference DRN-3829196
2 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3829196 The complaint Mrs R and Mr R complain about how QIC Europe Ltd settled a claim on their motor insurance policy and disposed of their car’s salvage. Mr R is a named driver on Mrs R’s policy. What happened Mrs R’s car was involved in a collision and declared to be beyond economic... (3 pages)View decision -
Decision Reference DRN-3766620
2 Dec 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3766620 The complaint Mr S complains about several issues with his banking account with Revolut Ltd. What happened Mr S raised several issues with Revolut regarding a Gold card he ordered and various aspects of customer service he received. Mr S has spoken to Revolut over 16 times on t... (4 pages)View decision
