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 125400 results
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Decision Reference DRN-3999489
21 Mar 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-3999489 The complaint Mr K complains that Skyfire Insurance Company Limited (Skyfire) declined a claim for damage to his car, following an accident, and avoided (treated it as though it never existed) his motor insurance policy. What happened Mr K’s car was damaged when it was hit by a... (5 pages)View decision -
Decision Reference DRN-3985133
21 Mar 2023 First Data Europe Limited UpheldBanking and PaymentsDRN-3985133 The complaint A company, which I’ll refer to as E complains that First Data Europe Limited (First Data) treated it unfairly by failing to challenge a number of chargeback claims that were made against it. In bringing this complaint, E is represented by its director who, I’ll re... (3 pages)View decision -
Decision Reference DRN-4034439
21 Mar 2023 Medical and General Independent Financial Advisers Ltd UpheldInvestmentsDRN-4034439 The complaint Mr S complains that Medical and General Independent Financial Advisers Ltd delayed acting on his instructions to withdraw money from his ISA. He wants compensation for his financial loss and for the distress and inconvenience caused. What happened Mr S had an ISA ... (3 pages)View decision -
Decision Reference DRN-3975495
21 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3975495 The complaint Mr S complains that he was unable to access his account with HSBC UK Bank Ltd (HSBC) via telephone banking when abroad and has spent a lot of time trying to resolve this issue. What happened Mr S says he was unable to access his account when abroad in 2022. He say... (2 pages)View decision -
Decision Reference DRN-4000312
21 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4000312 The complaint Mr A and Miss G complain Monzo Bank Ltd didn’t treat them fairly when requesting a refund of a payment made with their debit card. Mr A brought the complaint to us so I’ll refer to him throughout. What happened Mr A bought rail tickets using his Monzo Bank joint d... (4 pages)View decision -
Decision Reference DRN-3901606
21 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3901606 The complaint Mrs W is unhappy with Ageas Insurance Limited (Ageas) repair works following a subsidence claim on her home insurance policy. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’ve focused on within my... (2 pages)View decision -
Decision Reference DRN-4038166
21 Mar 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4038166 The complaint Mrs K and Mr K complain that The Co-operative Bank Plc (“The Co-op”) failed to refund monies they lost as the result of a scam. What happened What Mr K says Mr K was the complainant involved with the scammers, so I’ll mainly refer to him throughout this decision o... (7 pages)View decision -
Decision Reference DRN-4031972
21 Mar 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4031972 The complaint Mr S and Ms G complain about how Great Lakes Insurance SE dealt with a claim against their travel insurance policy. Reference to Great Lakes includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them aga... (4 pages)View decision -
Decision Reference DRN-4006974
21 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4006974 The complaint Ms T complains that Barclays Bank UK PLC, trading as Barclaycard, incorrectly reported that she had credit card arrears to a credit reference agency. What happened Ms T told us that, whilst trying to apply for a mortgage, she noted some missed payments had been re... (5 pages)View decision -
Decision Reference DRN-3973051
21 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3973051 The complaint Mr C complains AXA Insurance UK Plc has unfairly settled a claim he’s made on his building insurance policy. What happened AXA is the underwriter of the policy, i.e. it is the insurer. Part of this complaint concerns the actions of AXA’s agents which AXA has accep... (5 pages)View decision
