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 121877 results
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Decision Reference DRN-3181302
17 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3181302 The complaint Ms M and Mr R are unhappy that Barclays Bank UK PLC hasn’t refunded them in full for the money they lost when they fell victims to a scam. What happened In July 2020, Ms M and Mr R fell victims to a scam where they were contacted by fraudsters, who had intercepted... (7 pages)View decision -
Decision Reference DRN-3517234
17 Jun 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3517234 The complaint Mrs B complains about the advice she says she received in late 2014 and early 2015 to transfer a personal pension to a self-invested personal pension (“SIPP”). Her transfer proceeds were invested in an unregulated investment scheme that has since failed. Mrs B say... (13 pages)View decision -
Decision Reference DRN-3545208
17 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3545208 The complaint Mr A has complained about AXA Insurance UK Plc. He isn’t happy that it turned down a claim under his travel insurance policy. What happened Mr A made a claim under his travel insurance policy after personal belongings and cash was lost or stolen while traveling ab... (2 pages)View decision -
Decision Reference DRN-3520991
17 Jun 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3520991 The complaint Mr S has complained about the poor service he received from Lloyds Bank General Insurance Limited when he made a claim under his home insurance policy. Mrs S on behalf of Mr S is dealing with the complaint. What happened In September 2021 Mr S made a claim under h... (3 pages)View decision -
Decision Reference DRN-3547020
17 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3547020 The complaint N – a company – has complained about Aviva Insurance Limited’s handling and settlement of claim it made for subsidence damage to one of its properties. What happened I issued a provisional decision on this complaint in May 2022, explaining that I was intending to ... (10 pages)View decision -
Decision Reference DRN-3336355
16 Jun 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3336355 The complaint Mr B is unhappy about Royal & Sun Alliance Insurance Plc’s handling and settlement of a subsidence claim under his home insurance policy. I will refer to RSA throughout including when referring to representatives who have acted on Its behalf in handling Mr B’s... (3 pages)View decision -
Decision Reference DRN-3547212
16 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3547212 The complaint Mrs B complains that NewDay Ltd trading as Aqua (NewDay) lent to her irresponsibly when it gave her a credit card. Mrs B is assisted in this matter by her son. But, for ease, I’ll refer to Mrs B throughout. What happened Mrs B took out an Aqua branded credit card ... (4 pages)View decision -
Decision Reference DRN-3547567
16 Jun 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3547567 The complaint Mr S said Everyday Lending Limited (trading as Everyday Loans) lent to him irresponsibly. What happened Mr S took out a loan with Everyday Loans as follows: Date taken Amount Term Monthly repayment Total amount repayable Loan status 14/9/2021 £2,000 24 months £154... (7 pages)View decision -
Decision Reference DRN-3517139
16 Jun 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3517139 The complaint Mr F complains that Nationwide Building Society didn’t do enough in response to his claim to recover money he paid for flight tickets he bought when his original airline cancelled his return flights while he was abroad. What happened Mr F was on holiday overseas w... (4 pages)View decision -
Decision Reference DRN-3372319
16 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3372319 The complaint Mr F is unhappy that Monzo Bank Ltd won’t refund transactions that were made when he fell victim to a ‘safe account’ bank impersonation scam. What happened In August 2020, Mr F received a text message purporting to be from Monzo. It said there was a £1,200 transac... (10 pages)View decision
