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 128535 results
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Decision Reference DRN-3824909
18 Apr 2023 Barclays Bank Plc UpheldBanking and PaymentsDRN-3824909 The complaint A limited company, which I’ll refer to as F, complains that Barclays Bank Plc, Merchant Services has made an error in its billing. F says that there was a sudden and unexplained increase in the proportion of its transactions recorded as commercial Mastercard payme... (4 pages)View decision -
Decision Reference DRN-4083713
18 Apr 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4083713 The complaint Mr A complains that Aviva Life & Pensions UK Limited (Aviva) delayed the transfer of one of the two pension plans he held with Aviva, to the other pension plan he held with it. He said this led to a financial loss. Aviva upheld the complaint in its 21 June 202... (8 pages)View decision -
Decision Reference DRN-3949617
18 Apr 2023 QIC Europe Ltd UpheldInsuranceDRN-3949617 The complaint Ms K complains about how QIC Europe Ltd has handled and settled her claim on her home insurance following a fire at her property. What happened Ms K had home insurance with QIC. In July 2021 there was a fire at her property and she made a claim. The claim was acce... (5 pages)View decision -
Decision Reference DRN-3754132
18 Apr 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3754132 The complaint Mr H and Miss I complain about Casualty & General Insurance Company (Europe) Ltd (CG) rejecting a claim under their pet insurance policy for treatment to their dog, because it was overweight. References to CG include their agents who administer the policy. Wha... (4 pages)View decision -
Decision Reference DRN-4073977
18 Apr 2023 West Bay Insurance Plc UpheldInsuranceDRN-4073977 The complaint Mr O has complained about the way the insurer West Bay Insurance Plc dealt with a cancellation of his motorbike insurance policy. The broker carried out administration duties in relation to the setting up and cancellation of the policy. So I have made reference to... (3 pages)View decision -
Decision Reference DRN-4050843
18 Apr 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4050843 The complaint Mrs K complains about the service received from Nationwide Building Society when dealing with an Individual Savings Account (ISA). What happened Mrs K requested two transfers into her Nationwide ISA however this wasn’t possible due to the type of account. Nationwi... (2 pages)View decision -
Decision Reference DRN-3521273
18 Apr 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3521273 The complaint and what happened Mr E complains Barclays Bank UK PLC won’t fully reimburse him for money he lost when he fell victim to an investment scam. Although Barclays has reimbursed some money to Mr E, he complains there is still an amount outstanding in relation to a loa... (3 pages)View decision -
Decision Reference DRN-4083586
18 Apr 2023 Equifax Limited UpheldConsumer CreditDRN-4083586 The complaint Mr H is unhappy Equifax Limited recorded information about a third party on his credit report. What happened Mr H complains about a third party being added as a financial associate on his credit report, which he knew nothing about. Mr H said other creditors were a... (3 pages)View decision -
Decision Reference DRN-4083631
18 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4083631 The complaint Mr D’s complaint is about handling of a claim he made on his Admiral Insurance (Gibraltar) Limited’s legal expenses insurance policy. All references to Admiral include their claim handlers, except where I have expressed otherwise. What happened Mr D had the benefi... (3 pages)View decision -
Decision Reference DRN-4082953
18 Apr 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4082953 The complaint Mr S is unhappy that Revolut Ltd refused to refund the money he lost after falling victim to a scam. What happened In June 2021 Mr S received a text from, what appeared to be, the NHS about covid-19 contact tracing which asked him to get tested. He clicked a link ... (3 pages)View decision