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 4282 results
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Decision Reference DRN-4726976
10 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4726976 The complaint Mr H complains that Barclays Bank UK PLC failed to merge his profiles within its mobile banking application, causing him financial loss and inconvenience. What happened In October 2023 Mr H asked Barclays to merge his profiles within its mobile banking application... (2 pages)View decision -
Decision Reference DRN3247701
1 Jun 2015 Lloyds Bank PLC Not upheldBanking and creditMr C has complained that Lloyds Bank PLC mis-sold a Platinum packaged bank account to him in 2010. He paid a monthly fee for the account, which offered a number of benefits in return.Mr C has used a claims management company (CMC) to bring his complaint to us. backg... (2 pages)View decision -
Decision Reference DRN-4810028
23 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4810028 The complaint Miss F complains about how AXA Insurance UK Plc (AXA) dealt with a claim on her motor insurance when another driver collided with her parked car. References to AXA include other organisations and individuals acting on its behalf. What happened Miss F had motor ... (2 pages)View decision -
Decision Reference DRN0083383
4 Jul 2016 One Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that One Insurance Limited (One Insurance) cancelled her motor insurance policy from the start (voided it) and wouldn’t pay her claim. She wants it to pay this claim.backgroundMs W’s car was stolen in late January; it was then recovered by the polic... (2 pages)View decision -
Decision Reference DRN6370414
11 Dec 2014 Usman International UK Ltd UpheldBanking and creditMr J has complained that Usman International UK Ltd did not send the money he requested to an overseas destination. And when that was never successfully delivered, he was never refunded.backgroundIn October 2012, Mr J deposited a cheque for £5,000 at an agent of Usman International UK ... (2 pages)View decision -
Decision Reference DRN8305849
15 Mar 2016 Ccuk Finance Limited UpheldBanking and creditMr E complains that CCUK Finance Limited has incorrectly registered adverse information on his credit file.backgroundMr E has been in arrears on his credit card and not able to maintain the contractual monthly repayments since 2005. CCUK agreed to temporary repayment p... (2 pages)View decision -
Decision Reference DRN5526058
15 Oct 2015 Carole Nash Insurance Consultants Ltd Not upheldInsurance (excluding PPI)Mr G complained that when he took out his motorcycle insurance policy his broker, Carole Nash Insurance Consultants Ltd, made a mistake which increased his premium.backgroundMr G took out his motorcycle policy over the phone. When he received his policy papers he notic... (2 pages)View decision -
Decision Reference DRN-3631259
19 Oct 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3631259 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard didn’t close his credit card account correctly. He continued to receive statements and was able to access the account online. He asks for an apology and to be properly compensated. What happened Barcl... (2 pages)View decision -
Decision Reference DRN-1672621
1 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-1672621 The complaintMrs S is unhappy with her insurers Royal and Sun Alliance Insurance PLC (RSA) who declined to remove a marker on her home insurance policy. What happenedIn 2017 Mrs S lost a piece of jewellery. She contacted RSA to see if she could make a claim. She was told by the... (2 pages)View decision -
Decision Reference DRN4481055
25 Aug 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs C complain about Admiral Insurance Company Limited’s (“Admiral”) valuation of their car after they claimed on their motor insurance policy.backgroundMr and Mrs C claimed after their car was stolen. Admiral offered them a settlement figure of £17,740, for ... (2 pages)View decision
