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 360982 results
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Decision Reference DRN-5308934
7 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5308934 The complaint Mr B complains about AXA Insurance UK Plc’s handling of his home insurance claim. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for the actions of the age... (5 pages)View decision -
Decision Reference DRN-5277696
7 Mar 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5277696 The complaint F, a limited company, complains eBay Commerce UK Ltd (Commerce) placed a hold on its payouts until orders had been delivered. F is represented by its director, Mr B. What happened F has traded on the marketplace for a number of years. In October 2024 Commerce... (3 pages)View decision -
Decision Reference DRN-5337946
7 Mar 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5337946 The complaint Mr P complains that Loans 2 Go Limited was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest. He also wants any adverse information removed from his credit file. Mr P is represented by a th... (4 pages)View decision -
Decision Reference DRN-5346240
7 Mar 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5346240 The complaint Mr M complains that Accredited Insurance (Europe) Ltd unfairly declined a claim he made on his home insurance policy. Reference to Accredited includes its agents. What happened Mr M holds a home insurance policy with Accredited. He was notified by his local wat... (3 pages)View decision -
Decision Reference DRN-5150497
7 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5150497 The complaint Mr P complains about Barclays Bank UK PLC. He says that Barclays didn’t do enough to protect him when he fell victim to three separate scams between June and November 2023. This decision deals with the second scam. What happened Mr P came across another adver... (3 pages)View decision -
Decision Reference DRN-5236230
7 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5236230 The complaint Mrs A complains that Vanquis Bank Limited did not handle her chargeback request properly. What happened On 10 January 2024 Mrs A bought airline tickets from a travel agent at a cost of £2,249.23. She then discovered that her husband could not travel to the dest... (2 pages)View decision -
Decision Reference DRN-5376631
7 Mar 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5376631 The complaint Mrs M has complained that MetLife Europe d.a.c. declined a claim she made on a private medical insurance policy. What happened Mrs M became seriously unwell in June 2023 and spent four months in hospital. She therefore made a claim on the policy for hospitalis... (2 pages)View decision -
Decision Reference DRN-5206858
7 Mar 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5206858 The complaint Mr H complains about the price he received following the sale of shares in his stocks and shares ISA with Halifax Share Dealing Limited. What happened In 2024 Mr H held 156 shares in Polar Capital. On 23 August 2024 Halifax sent a corporate action notification ... (4 pages)View decision -
Decision Reference DRN-5218565
7 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5218565 The complaint Mr K is unhappy that Nationwide Building Society provided incorrect information about where he could deposit funds. What happened Whilst visiting a Nationwide Branch in September 2024, Mr K asked if he would be able to deposit funds at the post office. He was ... (2 pages)View decision -
Decision Reference DRN-5298896
7 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5298896 The complaint H has complained that Barclays UK Bank Plc (“Barclays”) made changes to its online banking portal, which means that transactions that are made on a weekend don’t show on the online bank statements until the next working day. What happened H noticed that, follow... (2 pages)View decision
