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 4196 results
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Decision Reference DRN-3732733
4 Oct 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3732733 The complaint Mr H and Mrs H have complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) have unfairly declined a claim for theft under their home insurance policy. I will normally only refer to Mr H, as he dealt with the claim and complaint. What happened Mr H adver... (4 pages)View decision -
Decision Reference DRN-1205872
13 Feb 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1205872The complaintMr R complains HSBC Bank UK Plc caused him to lose access to his mobile banking application. What happenedMr R has accounts with HSBC. He uses its mobile banking application. In September 2019 he found he couldn’t access it. He contacted HSBC to ask it fix the probl... (1 page)View decision -
Decision Reference DRN-4990000
29 Aug 2024 esure Insurance Limited Not upheldInsuranceDRN-4990000 The complaint Miss T has complained that esure Insurance Limited didn’t properly investigate a claim she made under her car insurance policy. She’s unhappy with esure’s requests for documents from her which she feels were unnecessary. What happened In April 2023 Miss T repo... (4 pages)View decision -
Decision Reference DRN-3706931
17 Oct 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3706931 The complaint Mrs M complains that Sainsbury's Bank Plc failed to protect her account and provided poor customer service. What happened Mrs M was subject to an account takeover on her Sainsbury’s credit card account. The fraudster was able to obtain enough detail about her... (4 pages)View decision -
Decision Reference DRN-2924502
23 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2924502 The complaint Ms M complains that Monzo Bank Ltd won’t refund money she lost, which she believes was as the result of a scam. What happened Based on the submissions of both parties, I understand the background to be as follows. Ms M was looking to get some negative links remove... (4 pages)View decision -
Decision Reference DRN3393002
23 Oct 2019 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr P complains AXA Insurance UK Plc unfairly declined part of his home insurance claim. He’s also unhappy about how the claim was handled and says the delays impacted his family. backgroundMr P made a claim on his home insurance policy for accidental damage, after spilling paint in his bed... (4 pages)View decision -
Decision Reference DRN1220817
28 Sep 2015 Bank of Scotland Plc Not upheldBanking and creditMr S is concerned about the service provided to him by Bank of Scotland plc (trading as Halifax). He’s also unhappy about the way Halifax has responded to his complaint. To resolve things, he’d like Halifax to apologise and acknowledge there’ve been misunderstandings, and... (2 pages)View decision -
Decision Reference DRN1687572
26 Apr 2018 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss B complains that Admiral Insurance Company Limited issued a motor insurance policy showing the wrong car and is seeking to recover from her costs arising out of an accident involving that car, which she has never owned or driven.backgroundIn December 2015, Miss B ... (4 pages)View decision -
Decision Reference DRN1442121
24 Aug 2020 Loans 2 Go Limited Not upheldBanking and creditMr J complains that Loans 2 Go Limited failed to provide him with sufficient information before he agreed to borrow from the firm. As a result he says that he was unaware of the cancellation terms of the agreement and has had to pay interest when withdrawing from his agreement.backgroundMr... (2 pages)View decision -
Decision Reference DRN1187020
16 Feb 2016 Lloyds Bank PLC Not upheldBanking and creditMr K complains he was mis-sold a packaged bank account by Lloyds Bank PLC.backgroundMr K opened a free account with Lloyds in December 1985. Lloyds can’t say for sure when the account was upgraded to a packaged bank account. But Mr K’s statements show it was a packa... (2 pages)View decision
