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 4790 results
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Decision Reference DRN-2928507
27 Oct 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2928507 The complaint Ms R and Mr R are unhappy about AXA Insurance UK Plc’s handling of a claim they made under their Van insurance policy. As Mr R was involved in the incident and has been dealing with the matter, for ease I will mainly refer to him in this decision. What happened Wh... (4 pages)View decision -
Decision Reference DRN-4807995
4 Jun 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4807995 The complaint Mr C complains Acasta European Insurance Company unfairly declined a guarantee insurance claim. Acasta’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Acasta’s own. What happened In 2017 Mr C... (4 pages)View decision -
Decision Reference DRN-4954585
23 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4954585 The complaint Mr H complains about poor service provided by National Savings and Investments (‘NS&I’) when he had difficulties accessing his account online and subsequently when he wanted to withdraw his money. What happened In January 2024, Mr H contacted NS&I with... (4 pages)View decision -
Decision Reference DRN-3989929
19 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3989929 The complaint Mr H complains that Starling Bank Limited withheld funds and registered information about him with the UK’s fraud database CIFAS. What happened Mr H had an account with Starling. In October 2020, Mr H received a payment from a third party. In November 2020 Mr H re... (4 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 DRN-4459500
19 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4459500 The complaint Mr H complains that The Co-operative Bank Plc (“Co-op”) have declined to reimburse him after he lost £7,495.25 to an authorised push payment (APP) scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in det... (4 pages)View decision -
Decision Reference DRN5663069
23 Jun 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMr W complains, in summary, that Shop Direct Finance Company Limited, trading as very,won’t agree to write off his account balance, and that it contacted his Victim Support Officerwithout his knowledge and consent.background Mr W opened a credit account with very in Sep... (4 pages)View decision -
Decision Reference DRN5418194
18 Sep 2015 VS1 Payment Services Limited Not upheldBanking and creditMiss F complains that she has been the victim of fraud and wants VS1 Payment Services Limited (VS1) to reimburse her the money she has lost.backgroundThe circumstances leading to this complaint and my initial conclusions are set out in my provisional decision of July 20... (5 pages)View decision -
Decision Reference DRN-3385307
21 Mar 2022 esure Insurance Limited UpheldInsuranceDRN-3385307 The complaint Mr G has complained to this service about esure Insurance Limited (Esure) because he said Esure allowed someone else to use his personal details to set up a policy in his name, on which it dealt with claims, before cancelling it and demanding Mr G pay over £900 of... (3 pages)View decision -
Decision Reference DRN3167705
4 Oct 2017 HSBC Bank plc Not upheldBanking and creditMiss K complained that HSBC Bank Plc has failed to send her the right bank card and that it hadn’t resolved problems she had experienced using the Verified by Visa online payment method.backgroundThe bank cardMiss K contacted the bank when she received a bank card th... (2 pages)View decision