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 128312 results
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Decision Reference DRN-4215176
13 Jul 2023 Northern Bank Limited UpheldBanking and PaymentsDRN-4215176 The complaint Mr M has complained that Northern Bank Limited trading as Danske Bank wrongly issued his ex-partner with a card to his bank account when it had no authority to do so. What happened Mr M noticed some transactions on his bank account between 1 August 2022 and 15 Aug... (3 pages)View decision -
Decision Reference DRN-4242943
13 Jul 2023 AXIS Specialty Europe SE UpheldInsuranceDRN-4242943 The complaint M, a limited company, complains about the way AXIS Specialty Europe SE dealt with a claim on its machinery damage insurance policy and about the amount offered in settlement of the claim. Where I refer to AXIS this includes its agents and claims handlers acting on... (3 pages)View decision -
Decision Reference DRN-3853949
13 Jul 2023 Zopa Bank Limited UpheldBanking and PaymentsDRN-3853949 The complaint Miss O complains that Zopa Bank Limited (Zopa) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Miss O saw a f... (3 pages)View decision -
Decision Reference DRN-4003786
13 Jul 2023 HDI Global Specialty SE UpheldInsuranceDRN-4003786 The complaint M is a limited company. It complains HDI Global Speciality unfairly refused to pay its insurance claim until it paid an additional premium. HDI had an agent acting on its behalf. For simplicity I’ve referred to the representatives’ actions as being those of HDI. W... (3 pages)View decision -
Decision Reference DRN-4245144
13 Jul 2023 RAC Insurance Limited UpheldInsuranceDRN-4245144 The complaint Mr F has complained about the poor service he received when he sought assistance following a breakdown under the Roadside Breakdown Cover section of his car insurance policy. RAC Insurance Limited is the underwriter of the European Motoring Assistance section of M... (3 pages)View decision -
Decision Reference DRN-4151568
13 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4151568 The complaint Mr M is unhappy that Revolut Ltd won’t refund payments it didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving the reasons for my decision. What I’ve decided – and... (3 pages)View decision -
Decision Reference DRN-4116679
13 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4116679 The complaint H, a company, complains about a claim it made on the legal expenses section of its business protection policy to U K Insurance Limited, trading as Direct Line for Business (‘DLB’). The complaint is brought by Mr B on behalf of H. Mr H says that H was treated unfai... (3 pages)View decision -
Decision Reference DRN-4238075
13 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4238075 The complaint Mr I complains about how NewDay Ltd trading as Amazon Card handled a chargeback request. What happened In November 2021, Mr I ordered a laptop from an online retailer. When the laptop arrived, Mr I says he noticed that it was faulty. He says he needed a laptop urg... (3 pages)View decision -
Decision Reference DRN-4209359
13 Jul 2023 Equifax Limited UpheldConsumer CreditDRN-4209359 The complaint Mr S is unhappy that Equifax Limited is displaying his electoral roll data incorrectly. Mr S wants Equifax to amend the data. What happened According to screenshots provided by Mr S, both Equifax and ClearScore showed Mr S either living at or on the electoral roll... (2 pages)View decision -
Decision Reference DRN-3965468
13 Jul 2023 Society of Lloyd's UpheldInsuranceDRN-3965468 The complaint Mr O has complained that the Society of Lloyd’s (‘SOL’) significantly increased the price of his income protection insurance policy. He is also unhappy with the service he received when he called SOL. All references to SOL include any agents acting on its behalf. ... (3 pages)View decision