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 119142 results
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Decision Reference DRN-3605423
20 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3605423 The complaint Mr H is unhappy that Barclays Banks UK PLC won’t refund transactions he made as part of an investment scam. The transaction came from a business account. Because he’s a sole trader, I’ve just referred to him as Mr H. What happened In August 2018, Mr H came across ... (5 pages)View decision -
Decision Reference DRN-3110850
20 Jul 2022 MBNA Limited UpheldBanking and PaymentsDRN-3110850 The complaint Miss R complains that MBNA Limited lent to her irresponsibly when it increased her credit card limit in December 2017. She further complains that MBNA allowed her to make significant money transfers after that time. What happened Miss R had two MBNA credit cards. ... (4 pages)View decision -
Decision Reference DRN-3554385
20 Jul 2022 Covea Insurance plc UpheldInsuranceDRN-3554385 The complaint Mr D complains about Covea Insurance plc (Covea) declining a claim under his pet insurance policy for treatment of his dog. References to Covea include their agents who administer the policy. What happened In May 2021 Mr D took his dog to the vet (W) following the... (4 pages)View decision -
Decision Reference DRN-3553565
20 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3553565 The complaint Miss G complains about PayPal (Europe) Sarl et Cie SCA and their decision to decline the claim she made under their Buyer Protection Policy (BPP). What happened At the start of March 2022, Miss G purchased an item from a seller, who I’ll refer to as “V”, using her... (3 pages)View decision -
Decision Reference DRN-3090380
20 Jul 2022 Fairstone Financial Management Limited UpheldPensions and AnnuitiesDRN-3090380 The complaint Mr P complains about Fairstone Financial Management Limited’s decision to stop providing services to him in relation to his self-invested personal pension (“SIPP”) and the way this was dealt with; the charges he paid; and the way a data subject access request was ... (5 pages)View decision -
Decision Reference DRN-3581384
20 Jul 2022 Ageas Insurance Limited UpheldInsuranceDRN-3581384 The complaint Mrs E and Mr S complain that Ageas Insurance Limited (Ageas) declined their claim for malicious damage to a door, under their landlords building insurance policy. Mr S is the lead complainant. I will refer to him in my decision for ease of reading. What happened I... (3 pages)View decision -
Decision Reference DRN-3605566
20 Jul 2022 Ageas Insurance Limited UpheldInsuranceDRN-3605566 The complaint Mrs D and Ms D are unhappy with the way Ageas Insurance Limited handled a claim they made following damage caused by bad weather. Mrs D has primarily dealt with the claim and complaint, so I’ll refer to her only. What happened The circumstances of this complaint a... (3 pages)View decision -
Decision Reference DRN-3606186
20 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3606186 The complaint Miss D complains that Barclays Bank UK PLC revealed her address to an abusive ex-partner. What happened Miss D had a current account with Barclays. In 2019, Miss D and her children moved to a different area, to escape an abusive ex-partner. The ex-partner had been... (4 pages)View decision -
Decision Reference DRN-3606111
20 Jul 2022 By Miles Ltd UpheldInsuranceDRN-3606111 The complaint Ms P has complained about her motor insurance broker, By Miles Ltd, because it cancelled her policy. What happened Ms P had an accident. Her car was declared a total loss but repairable. Her insurer settled the claim, returning the car to Ms P for fixing and Ms P ... (3 pages)View decision -
Decision Reference DRN-3434097
20 Jul 2022 Scott and Casey Financial Management Limited UpheldPensions and AnnuitiesDRN-3434097 The complaint Mr K complains about the advice given by Scott and Casey Financial Management Limited (“S&C”) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, take the maximum available tax free cash and purchase an annuity. He says the ad... (8 pages)View decision
