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-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 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 DRN0790575
11 Apr 2019 Halifax Share Dealing Limited Not upheldInvestment and pensionsMr J says Halifax Share Dealing Limited (HSDL) did not protect his share dealing account (“SDA”) and his shares from fraud committed by his late partner between 2015 and 2017.backgroundI issued a detailed provisional decision (PD) for this complaint on 22 March 201... (11 pages)View decision -
Decision Reference DRN8573020
25 Sep 2015 Capital One (Europe) plc Not upheldBanking and creditMiss J complains that Capital One (Europe) plc (“Capital One”) won’t refund her two disputed transactions on her credit card that she says she didn’t make or authorise. background Miss J says she didn’t use her credit card for online purchases on 7 and 14 April 2015.... (2 pages)View decision -
Decision Reference DRN0113868
2 Feb 2018 Experian Limited Not upheldBanking and creditMr G complains that Experian Limited (Experian) wrongly recorded information on his credit file. Experian corrected the mistakes and offered him compensation. Mr G didn’t think this was enough.background Mr G complained to Experian when he noticed things wrong on his cr... (2 pages)View decision -
Decision Reference DRN-3415424
28 Apr 2022 Experian Limited Not upheldConsumer CreditDRN-3415424 The complaint Mr M complains that Experian Limited mis-sold its Credit Expert service. What happened Mr M has told us he paid a monthly fee for Experian’s Credit Expert service for around 12 to 18 months. Last year, Mr M complained to Experian after he found accounts weren’t ap... (2 pages)View decision -
Decision Reference DRN-4932138
18 Nov 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4932138 The complaint Mr K has complained Madison CF UK Limited, trading as 118 118 Money, held him liable for a loan he didn’t take out and then added a CIFAS marker to his record. What happened Mr K complained to 118 118 Money in February after he’d discovered a loan had been take... (2 pages)View decision -
Decision Reference DRN4339236
3 Dec 2015 Platform Home Loans Ltd Not upheldBanking and creditMr N complains that Platform Home Loans Ltd (“Platform”) unfairly has charged him a fee and claimed it from his mortgage. He wants the fee refunded, together with interest.backgroundMr N mortgaged his property with Platform. His property needed to be split into two titles... (2 pages)View decision -
Decision Reference DRN8916704
30 May 2018 AXA PPP Healthcare Limited Not upheldInsurance (excluding PPI)Ms C complains that AXA PPP Healthcare Limited won’t meet the costs of tests recommended by her consultant.backgroundMs C has a group private health care plan with AXA. In 2016 Ms C’s gastroenterologist referred her to a neurovascular consultant (who I’ll refer to as “... (2 pages)View decision -
Decision Reference DRN3384608
20 Mar 2017 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr K has complained that Allianz Insurance Plc didn’t do enough to investigate when he was involved in an accident which he says wasn’t his fault. Mr K says this led to him paying for the repairs himself rather than making a claim on his motor insurance policy.bac... (2 pages)View decision
