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 4373 results
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Decision Reference DRN8480404
3 Mar 2016 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr D is unhappy with the valuation Admiral Insurance Company Limited offered for his car after he made a claim on his motor insurance policy. backgroundMr D’s car was badly damaged in an accident which wasn’t his fault. It was assessed as being damaged beyond economi... (2 pages)View decision -
Decision Reference DRN-3554257
7 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3554257 The complaint A partnership which I’ll refer to as ‘B’ complains that PayPal (Europe) Sarl et Cie SCA (‘PayPal’) has treated it unfairly by asking for documents it cannot provide and refusing to release its funds. The complaint is brought on B’s behalf by one of its partners, ... (2 pages)View decision -
Decision Reference DRN2802385
28 May 2015 MoneyGram International Limited Not upheldBanking and creditMr J complains that MoneyGram International Limited’s actions have caused him to lose money to a fraudster.backgroundMr J was buying goods from overseas. He decided to pay for them by money transfer. He says he was told the recipient couldn’t access the money without an... (2 pages)View decision -
Decision Reference DRN-3349326
6 May 2022 Yorkshire Building Society Not upheldBanking and PaymentsDRN-3349326 The complaint Mr H is unhappy that Yorkshire Building Society (“YBS”) lost his account passbook which contained personal and financial information. What happened YBS returned Mr H’s account passbook to him by posting it in the mail. Unfortunately, the passbook never arrived at ... (2 pages)View decision -
Decision Reference DRN3382547
24 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMr B complains about problems registering a Power of Attorney (POA) with Lloyds Bank PLC. BackgroundMr B’s sons (Mr B1 and Mr B2) obtained a Lasting POA via the Office of the Public Guardian on 22 September 2016. The POA was granted jointly which means both attorneys have to be in... (2 pages)View decision -
Decision Reference DRN6479417
27 Aug 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about the investigation conducted by UK Insurance Limited (‘UKI’) after a third party made a claim on his motor insurance policy. He’s also unhappy that his premiums went up. backgroundMr T’s car was in an accident when it hit another car after rolling ... (2 pages)View decision -
Decision Reference DRN-3711838
16 Nov 2022 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-3711838 The complaint Mr B is complaining about delays in transferring his individual savings account (ISA), self- invested pension plan (SIPP) and trading account from Hargreaves Lansdown Asset Management (HLAM) to another provider (Company A). What happened In late April 2021, Mr B w... (4 pages)View decision -
Decision Reference DRN-4004571
6 Mar 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4004571 The complaint Miss A has complained that American Express Services Limited (Amex) failed to adhere to her instructions by paying for additional hotel accommodation expenses on her Amex card when she expressly told it not to since the additional hotel expenses were complimentary... (3 pages)View decision -
Decision Reference DRN-4198127
12 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4198127 The complaint Mrs V is unhappy that Santander UK Plc won’t refund the money she lost to an investment which she now considers is a scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key poi... (2 pages)View decision -
Decision Reference DRN-3537240
25 Jul 2022 AXA Insurance UK Plc Not upheldInsuranceDRN-3537240 The complaint Mr L was unhappy with AXA Insurance UK Plc ‘s handling of his claim under his policy. What happened Mr L’s car was vandalised, and he claimed under his policy with AXA for its repair. He was unhappy that AXA charged him his policy excess of £550 and recorded the c... (2 pages)View decision
