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 121115 results
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Decision Reference DRN-3605058
20 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3605058 The complaint Mr W is unhappy with U K Insurance Limited (UKI)’s handling of his car insurance claim. What happened Mr W was involved in a car accident and made a claim on his policy with UKI. The policy would provide a courtesy car while his car was being repaired. UKI instruc... (3 pages)View decision -
Decision Reference DRN-3496852
20 Jul 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3496852 The complaint Mr M complains that Bank of Scotland plc allowed a number of withdrawals from his account which should not have been authorised. He is represented by his Financial Guardian Mrs H. What happened Mrs H says Mr M is a vulnerable adult and limitations had been placed ... (2 pages)View decision -
Decision Reference DRN-3346361
20 Jul 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3346361 The complaint Mr H and Ms F are unhappy with the way in which Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. handled a claim made on their travel insurance policy. What happened Towards the end of 2019, Mr H and Ms F booked a trip abroad to South Americ... (3 pages)View decision -
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
