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 4569 results
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Decision Reference DRN6874561
16 Aug 2013 National Westminster Bank Plc Not upheldBanking and creditMrs O is unhappy with the way National Westminster Bank plc dealt with her account when it was accessed by a third party fraudster. She is concerned with the bank’s security measures, which she considers inadequate. Mrs O feels National Westminster should have noticed the fraudst... (2 pages)View decision -
Decision Reference DRN2848324
29 Apr 2019 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr S has complained that AXA Insurance UK Plc has recorded a claim as a fault claim against his car insurance policy on the Claims Underwriting Exchange (CUE) database.backgroundMr S was involved in an incident with another driver which he says was the other driver’s fault. Unfortunately M... (2 pages)View decision -
Decision Reference DRN8919857
30 Jul 2018 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Miss T’s unhappy with the way Royal & Sun Alliance Insurance Plc has investigated and dealt with a claim on her motor insurance policy. backgroundMiss T’s car was damaged while parked. A person told her what had happened, provided the other party’s registration an... (2 pages)View decision -
Decision Reference DRN1257364
24 Oct 2014 Barclays Bank Plc UpheldBanking and creditMiss J complains that Barclays Bank Plc unfairly and unreasonably refused to remove default information it had registered on her credit file in respect of two current account debts.backgroundMiss J says that, over a period of time, she was the victim of an abusive relationship and thi... (2 pages)View decision -
Decision Reference DRN8562339
28 Nov 2013 Barclays Bank Plc Not upheldBanking and creditMiss C complains that Ms D was not allowed to operate her account at Barclays Bank PLC even though Ms D had been made an “appointee” by the Department of Work and Pensions (“DWP”). Ms D brings the complaint on Miss C’s behalf.backgroundMiss C does not have the capacity to manage her ow... (2 pages)View decision -
Decision Reference DRN8652655
30 May 2014 Plus500UK Ltd Not upheldInvestment and pensionsMr D complains that Plus500UK Ltd (“Plus500”) closed his trading account without warning and cancelled the profits he had made. backgroundMr D opened a contract for a difference trading account in early 2013, funded the account via a wire transfer and began trading in oil. Over a perio... (2 pages)View decision -
Decision Reference DRN7462362
6 Jul 2016 Bank of Scotland Plc Not upheldBanking and creditMr D complains about the service received by Bank of Scotland, trading as Halifax. He brings this complaint through his representative Ms W – who also holds a power of attorney.backgroundMs W complained to Halifax when she realised that fraudulent transactions had bee... (2 pages)View decision -
Decision Reference DRN-2853184
15 Sep 2021 First Underwriting Limited Not upheldInsuranceDRN-2853184 The complaint Mr M complains that First Underwriting Limited should pay his claim on a motor insurance policy. What happened The subject matter of this complaint is a luxury SUV with a “65” registration plate. In October 2019, a dealer supplied the vehicle to Mr M. He had the v... (2 pages)View decision -
Decision Reference DRN9868602
15 May 2018 Astrenska Insurance Limited Not upheldInsurance (excluding PPI)Mr J complains that Astrenska Insurance Limited (“Astrenska”) will not reimburse him (under his home emergency policy) the £160 he incurred in having repairs done to his toilet.backgroundMr J has a home emergency policy with Astrenska. In January 2018 Mr J reported to... (2 pages)View decision -
Decision Reference DRN9619612
27 Mar 2018 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr G complains that the car he acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Finance was not of satisfactory quality.backgroundMr G purchased a brand new car in December 2016 and entered into a finance agreemen... (2 pages)View decision
