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 125400 results
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Decision Reference DRN-3629589
9 Sep 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3629589 The complaint Mr H complains about Fairmead Insurance Limited trading as Legal and General (“Fairmead”) handling of his home insurance claim. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’ve focused on within m... (3 pages)View decision -
Decision Reference DRN-3329124
9 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3329124 The complaint Mr H complains that Barclays Bank UK PLC (Barclays) provided him with credit he couldn’t afford to repay. What happened Barclays approved a credit card for Mr H in January 2011. The limit was increased from £2,000 to £3,000 in November 2012 and again to £4,500 in ... (3 pages)View decision -
Decision Reference DRN-3692853
9 Sep 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3692853 The complaint The estate of X, represented by Mrs B, complains that Aviva Life & Pensions UK Limited (Aviva) failed to provide the joint life annuity quote X had requested. She says that this led to a single life annuity being incorrectly set up. She’d like Aviva to honour ... (7 pages)View decision -
Decision Reference DRN-3589374
9 Sep 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3589374 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr B under a hire purchase agreement with BMW Financial Services th... (4 pages)View decision -
Decision Reference DRN-3692912
9 Sep 2022 QIC Europe Ltd UpheldInsuranceDRN-3692912 The complaint Mr A and Mrs A complain about QIC Europe Ltd (“QIC”) for declining their claim for storm damage and consequential damage. They want QIC to settle their claim and to reimburse them for their losses. What happened Mr A and Mrs A purchased their home insurance from Q... (3 pages)View decision -
Decision Reference DRN-3688977
9 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3688977 The complaint The trustees of a trust I shall call S complain about the handling by Barclays Bank UK PLC of cheque payments made to the trust’s beneficiaries and about how the bank sought to address the issue. What happened In December 2021, the trustees of S issued some cheque... (3 pages)View decision -
Decision Reference DRN-3686794
9 Sep 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3686794 The complaint Mrs R complains that AXA PPP Healthcare Limited turned down her private medical insurance claim after leading her to believe it would be covered. What happened Mrs R held private medical insurance cover through her employer. Then in 2021, she transferred to an ind... (4 pages)View decision -
Decision Reference DRN-3387465
9 Sep 2022 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-3387465 The complaint Mr D, Mrs D and Mr D are unhappy that Chaucer Insurance Company Designated Activity Company declined a claim they made on their travel insurance policy. What happened Mr D, Mrs D and Mr D booked a holiday to the USA in early 2020. They were due to travel on 16 Mar... (4 pages)View decision -
Decision Reference DRN-3126749
9 Sep 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3126749 The complaint Mr O complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave him four loans that he couldn’t afford. What happened On 8 January 2018 Mr O applied for and was given a personal loan for £1,000. Each subsequent loan repaid the former loan. On 23 A... (4 pages)View decision -
Decision Reference DRN-3613388
9 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3613388 The complaint Miss B complains that Barclays Bank UK PLC (“Barclays”) have unfairly refused to refund over £79,000 she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In ... (3 pages)View decision
