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 DRN5379777
5 Dec 2019 Santander UK Plc Not upheldBanking and creditMrs P complains about the policies and practices of Santander UK Plc in relation to registering powers of attorney.backgroundMrs P is represented in this complaint by her son Mr P. Mr P is concerned about the information Santander asked him to provide before it would act on his lasting pow... (3 pages)View decision -
Decision Reference DRN4415895
19 Sep 2019 IMPERIAL LAW PRACTITIONERS UpheldClaims ManagementMr A’s complained about Imperial Law Practitioners, trading as Amity Lawyers (Amity), and the handling of cases he instructed them to pursue on his behalf.backgroundMr A instructed Amity to pursue a number of matters for him. He’s complained Amity have acted unreasonably when dealing with ... (3 pages)View decision -
Decision Reference DRN-3566923
7 Jul 2022 Advantage Insurance Company Limited Not upheldInsuranceDRN-3566923 The complaint Mr G complains that Advantage Insurance Company Limited (Advantage) did not offer a fair value for his model of car when it was written off in an accident. There are several parties and representatives of Advantage involved throughout the complaint but for the pur... (3 pages)View decision -
Decision Reference DRN-4176249
30 Jun 2023 Society of Lloyd's Not upheldInsuranceDRN-4176249 The complaint T, a riding school, complains about a claim it made on its equestrian insurance policy, which Society of Lloyd’s declined to cover. T’s complaint is brought by Miss G. What happened Miss G made a claim on T’s Society of Lloyd’s equestrian insurance policy for cove... (3 pages)View decision -
Decision Reference DRN-4465175
23 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4465175 The complaint Mr P complains that Bank of Scotland plc trading as Halifax did not fully refund the £2,700, he lost to a scam. What happened Mr P was looking to replace his van and searched on online marketplaces for a few months. He found an appropriate van and spoke with the s... (3 pages)View decision -
Decision Reference DRN7973982
1 Sep 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr C has complained that AXA Insurance UK Plc logged his claim on his motor insurance policy as a “fault claim” against him without investigating it properly. Mr C has also complained about poor service from AXA.backgroundMr C was in a collision with another car in No... (3 pages)View decision -
Decision Reference DRN1948568
22 May 2015 Barclays Bank Plc UpheldBanking and creditMr A complains that Barclays Bank Plc refuses to remove the default it has registered on his account. He complains that this is unfair as he never received the appropriate documents to tell him that Barclays was closing the account never mind to tell him it was g... (3 pages)View decision -
Decision Reference DRN-3184839
28 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3184839 The complaint Mr M complains that Barclays Bank UK PLC failed to refund transactions he didn’t recognise. What happened Mr M explained that he received two calls that appeared to be from Barclays and was suspicious because they asked for his three-digit security number from the... (4 pages)View decision -
Decision Reference DRN-4421184
2 Feb 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4421184 The complaint Mr G has complained about the way Skyfire Insurance Company Limited handled his claim under his motor policy following an accident. What happened Mr G was involved in an accident on 18 May 2022. He bought his car privately on 6 March 2020. It came with a private r... (4 pages)View decision -
Decision Reference DRN-3672800
19 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3672800 The complaint Mr O complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded a payment he says he didn’t make or otherwise authorise. What happened Mr O says that on 13 and 14 March 2022 he received two calls from individuals who said they were from Monzo but he now knows were sc... (3 pages)View decision
