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 125299 results
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Decision Reference DRN-3980333
22 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3980333 The complaint Mr L complains that Barclays Bank UK PLC unreasonably delayed payments to established cryptocurrency exchanges and they provided him with poor customer service. What happened Mr L has a bank account with Barclays. He says that they unreasonably and unjustifiably d... (6 pages)View decision -
Decision Reference DRN-3980676
22 Feb 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3980676 The complaint Ms B complains that her previous home insurer, AXA Insurance UK Plc, has unreasonably declined to consider her claim for reoccurring damp at her home. She said damp has returned due to the inadequate work carried out by AXA’s loss adjusters on a previous claim. Wh... (4 pages)View decision -
Decision Reference DRN-3978155
22 Feb 2023 AWP P&C SA UpheldInsuranceDRN-3978155 The complaint Miss W is unhappy with the way AWP P&C SA handled her home emergency claim. What happened Rainwater leaked through the roof into Miss W’s bedroom, so she claimed under her home emergency insurance. AWP offered a roofer appointment for the following week. Miss ... (3 pages)View decision -
Decision Reference DRN-3937811
22 Feb 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3937811 The complaint Mr P complains the Royal Bank of Scotland Plc keeps on declining his online purchases. What happened Mr P has a current account with RBS and a debit card. Mr P says he doesn’t have a mobile phone and he doesn’t want one and that also he has call screening set up o... (5 pages)View decision -
Decision Reference DRN-3980793
22 Feb 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3980793 The complaint Mr W complains that Metro Bank Plc didn’t do enough to prevent his loss when he sent money to one of their customers as the result of a scam. Mr W has brought his complaint with the assistance of a representative, but for ease of Reading, I’ll mainly just refer to... (3 pages)View decision -
Decision Reference DRN-3976189
22 Feb 2023 ALMAS INDUSTRIES UK LIMITED UpheldConsumer CreditDRN-3976189 The complaint Mr and Mrs B are the partners of B. Mr B complains that he only agreed (on behalf of B) to ALMAS INDUSTRIES UK LIMITED (“Almas”) supplying and installing some equipment, under a hire agreement, on an assurance from it that B wouldn’t be tied into a minimum hire te... (4 pages)View decision -
Decision Reference DRN-3973193
22 Feb 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3973193 The complaint Mr H complains about the way Admiral Insurance (Gibraltar) Limited has handled a claim he’s made on his buildings insurance policy following subsidence at his property. What happened Admiral is the underwriter of the policy i.e. it’s the insurer. Part of this comp... (2 pages)View decision -
Decision Reference DRN-3667510
22 Feb 2023 Qmetric Group Limited UpheldInsuranceDRN-3667510 The complaint Miss W complains that Qmetric Group Limited trading as Sure Thing! unfairly referred her to an accident management company following a road traffic accident. What happened Miss W held a motor insurance policy taken out with Qmetric, a broker. That policy included ... (5 pages)View decision -
Decision Reference DRN-3980485
22 Feb 2023 U K Insurance Limited UpheldInsuranceDRN-3980485 The complaint Mrs A is unhappy that UK Insurance Limited (UKI) has declined a storm damage claim she made under her landlord insurance policy. What happened In February 2022, Mrs A made a claim to her commercial property insurance provider – UKI – for storm damage to a garage b... (6 pages)View decision -
Decision Reference DRN-3913683
22 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3913683 The complaint A company, which I’ll refer to as T, complains about how Barclays Bank UK PLC (a) handled capital repayment holidays which had been agreed on its loans, and (b) subsequently managed T’s borrowing, in both cases affecting T’s credit rating and its ability to access... (7 pages)View decision
