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 120614 results
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Decision Reference DRN-3584232
1 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3584232 The complaint Mr D and Mr R complain that AXA Insurance UK Plc has unfairly declined their travel insurance claim. What happened Mr D and Mr R have travel insurance as a benefit with their bank account. This insurance is provided by AXA. In June 2021, Mr D and Mr R took a trip ... (3 pages)View decision -
Decision Reference DRN-3613773
1 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3613773 The complaint Miss W complains that Lloyds Bank PLC allowed someone to fraudulently remove money from her account. What happened In 2012 Miss W met a man, Mr C, who said he could help her manage her finances. Over the following years Miss W and Mr C started to form a relationsh... (3 pages)View decision -
Decision Reference DRN-3635423
31 Aug 2022 ITI Capital Limited UpheldInvestmentsDRN-3635423 The complaint Mr L complains about how ITI Capital Limited (“ITI Capital”) administered his investment accounts. What happened Mr L says ITI Capital is responsible for him never having proper access to his accounts – in particular his ISA – and for a delay in transferring them.... (3 pages)View decision -
Decision Reference DRN-3512994
31 Aug 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3512994 The complaint Mr and Mrs T have complained that Shawbrook Bank Limited (“Shawbrook”) rejected their claim against it under sections 56 and 75 of the Consumer Credit Act 1974 in relation to their purchase of some solar panels. Mr and Mrs T are represented by a claims management ... (3 pages)View decision -
Decision Reference DRN-3615461
31 Aug 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3615461 The complaint Mrs H complains that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (Mapfre) declined her travel insurance claim and about its service. My references to Mapfre include its agents. Mrs H is represented by her father in her claim to Mapfre a... (3 pages)View decision -
Decision Reference DRN-3608189
31 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3608189 The complaint Mr T complains that HSBC UK Bank Plc (“HSBC”) provided him with credit he couldn’t afford to repay. What happened HSBC approved a credit card application for Mr T in July 2016. They provided a credit limit of £5,500. Mr T says they were wrong to provide credit as... (2 pages)View decision -
Decision Reference DRN-3561009
31 Aug 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3561009 The complaint Mr D complains that PayrNet Limited blocked access to his payment account. The account was operated by an agent of PayrNet but I’ll refer to PayrNet in this decision. What happened Mr D had an account with PayrNet. In December 2020 PayrNet contacted Mr D to ask hi... (3 pages)View decision -
Decision Reference DRN-3431358
31 Aug 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3431358 The complaint Mr and Mrs B complain Barclays Bank UK PLC overcharged them interest on their mortgage account in March 2020. They’re also unhappy with the service they received from Barclays after they raised their concerns. What happened Mr and Mrs B held a mortgage of around £... (5 pages)View decision -
Decision Reference DRN-3635971
31 Aug 2022 HDI Global Specialty SE UpheldInsuranceDRN-3635971 The complaint Mr and Mrs C complain about HDI Global Specialty SE’s decision to decline their buildings insurance claim. All references to HDI also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them a... (2 pages)View decision -
Decision Reference DRN-3663302
31 Aug 2022 Allianz Global Assistance UpheldInsuranceDRN-3663302 The complaint Mr M complains about Allianz Global Assistance (AGA) and the way they handled his claim after his boiler stopped working. What happened On 9 August 2021, Mr M contacted AGA to make a claim on his home emergency insurance policy, after his boiler stopped working. A... (3 pages)View decision
