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 121668 results
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Decision Reference DRN-3544448
12 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3544448 The complaint Mrs D complains about Royal & Sun Alliance Insurance Limited’s handling of her buildings insurance claim. All references to RSA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-3436378
12 Sep 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3436378 The complaint Miss L complains that PayPal (Europe) Sarl et Cie SCA won’t refund her for transactions she says she didn’t agree to. What happened Miss L has an electronic money account with PayPal. She says in December 2020 she noticed a payment had gone out to a merchant which... (3 pages)View decision -
Decision Reference DRN-3617088
12 Sep 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3617088 The complaint Mr P complains Revolut Ltd unfairly rejected chargeback requests he made, breached his personal data, and stopped him accessing funds in his account. What happened The background facts which led to Mr P’s complaint are known to both parties and I find no need to r... (5 pages)View decision -
Decision Reference DRN-3697682
12 Sep 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3697682 The complaint Mr F has complained about how Accredited Insurance (Europe) Limited (‘Accredited’) dealt with a claim under a home insurance policy. Mr F has a representative but, for ease, I will only refer to Mr F. What happened Mr F contacted Accredited to make a claim when so... (4 pages)View decision -
Decision Reference DRN-3667066
12 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3667066 The complaint Mrs S complains about AXA Insurance UK Plc’s handling of a claim she made on a home insurance policy. What happened Mrs S insures her home with AXA. A wooden floor was damaged and she made a claim for this. After carrying out enquiries, AXA concluded the claim was... (2 pages)View decision -
Decision Reference DRN-3599772
12 Sep 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3599772 The complaint Mr R complains that National Westminster Bank Plc (NatWest) gave him incorrect advice about a scheduled account payment. What happened Mr R says he spoke to NatWest on 31 October 2021 about a scheduled payment due out of his account on 1 November 2021 for his rent... (2 pages)View decision -
Decision Reference DRN-3503889
12 Sep 2022 Tavistock Partners (UK) Limited UpheldInvestmentsDRN-3503889 The complaint Mr B says he received advice from a financial adviser in 2015. The adviser – I will call him Mr X - was an agent of Abacus Associates Financial Services Limited which is now Tavistock Partners (UK) Limited. The adviser recommended Mr B invest in an Abacus Low Plu... (34 pages)View decision -
Decision Reference DRN-3628724
12 Sep 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3628724 The complaint Mr V complains that Barclays Bank UK PLC irresponsibly gave him a personal loan. What happened Mr V applied for a personal loan with Barclays in June 2019. The loan was for £9,600 over a 60 month term, with monthly repayments of around £260. The interest rate was ... (3 pages)View decision -
Decision Reference DRN-3697442
12 Sep 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3697442 The complaint Ms G complains Startline Motor Finance Limited (Startline) failed to assist her during her time of financial difficulty during the Covid-19 pandemic. What happened In August 2020, Ms G entered into a 56 month hire purchase agreement for a used car. Th... (4 pages)View decision -
Decision Reference DRN-3658772
12 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3658772 The complaint Mr G complains U K Insurance Limited (“UKI”) registered a default on his credit file unfairly. What happened The details of this complaint are well known to both parties, so I don’t repeat them here. Instead, I’ll focus on the reasons for my decision. What I’ve d... (2 pages)View decision
