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 119592 results
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Decision Reference DRN-3634807
5 Aug 2022 Wise Payments Limited UpheldBanking and PaymentsDRN-3634807 The complaint Mr T complains about the service he received from Wise Payments Limited (“Wise”). What happened Mr T contacted Wise ahead of a large transfer he wanted to make to his Euro account. This was over a period of around two weeks in July and August 2021. He asked variou... (3 pages)View decision -
Decision Reference DRN-3266150
5 Aug 2022 Wise Payments Limited UpheldBanking and PaymentsDRN-3266150 The complaint Mr T complains about the service provided by Wise Payments Limited (“Wise”) when he tried to carry out a transfer. What happened In June 2021, Mr T wanted to transfer £150,000 from a Sterling account to a Euro account. He said he’d been asked to submit a number of... (4 pages)View decision -
Decision Reference DRN-3319054
5 Aug 2022 Simplyhealth Access UpheldInsuranceDRN-3319054 The complaint Mrs P complains that Simplyhealth Access didn’t treat her fairly in relation to changes in her private health insurance. Mrs P is represented in her complaint by her husband, who I’ll refer to as Mr P. What happened Mrs P has a ‘cash plan’ health insurance policy,... (4 pages)View decision -
Decision Reference DRN-3623873
5 Aug 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3623873 The complaint Mr D and Ms F complain that AXA PPP Healthcare Limited has turned down a claim under the extended travel insurance cover which forms part of their private medical insurance policy. What happened Mr D and Ms F have a private medical insurance policy. They paid an a... (8 pages)View decision -
Decision Reference DRN-3571625
5 Aug 2022 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-3571625 The complaint Miss A and Mrs W complain as trustees on behalf of the R Trust that Scottish Friendly Assurance Society Limited (Scottish Friendly) made duplicate transactions into a bond held within the R trust and delayed resolving it. What happened The background of this compl... (2 pages)View decision -
Decision Reference DRN-3537169
5 Aug 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3537169 The complaint Miss S complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS), adversely affected her credit score when they recorded incorrect settlement details of the hire purchase agreement she held with them. What happened In May 2... (3 pages)View decision -
Decision Reference DRN-3520854
5 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3520854 The complaint Representatives on behalf of the estate of the late Mr D have complained that Lloyds Bank Plc won’t investigate alleged fraud on Mr D’s account dating back to 2008, and they’ve declined to pay the fees for representation. What happened The late Mr D held a number ... (3 pages)View decision -
Decision Reference DRN-3384377
5 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3384377 The complaint Mr O complains that Aviva Insurance Limited unfairly declined his travel insurance claim. What happened Mr O left the UK to commence a trip on 11 March 2020. He was scheduled to return on 23 April 2020, but because of the travel disruption caused by the Covid-19 p... (3 pages)View decision -
Decision Reference DRN-3328879
5 Aug 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3328879 The complaint Miss K complains about the quality of a used car that was supplied through a hire purchase agreement with MotoNovo Finance Limited (MotoNovo). What happened In September 2020 Miss K acquired a used car through a hire purchase agreement with MotoNovo. The car was r... (5 pages)View decision -
Decision Reference DRN-3630751
5 Aug 2022 Amtrust Europe Limited UpheldInsuranceDRN-3630751 The complaint Mr and Mrs B complain that Amtrust Europe Limited unfairly declined their claim on their building warranty. What happened In 2016 Mr and Mrs B bought a new home that came with a ten-year building warranty. In 2019 they made a claim under section 3.3 for a defect w... (9 pages)View decision
