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 361839 results
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Decision Reference DRN-5082652
7 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5082652 The complaint Miss G has complained about the market value settlement Admiral Insurance (Gibraltar) Ltd paid when it settled a claim under her car insurance policy. What happened Miss G was unfortunately involved in an incident with another vehicle and she made a claim to he... (2 pages)View decision -
Decision Reference DRN-5066980
7 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5066980 The complaint Mr A complains that AXA Insurance UK Plc wouldn’t honour its renewal quote for his motor insurance policy. What happened Mr A had a policy with AXA and when he changed his car mid-term he amended the registration on the policy. But AXA’s system wrongly recorde... (2 pages)View decision -
Decision Reference DRN-5071063
7 Nov 2024 Saffron Insurance Services Ltd UpheldInsuranceDRN-5071063 The complaint Mr H has complained that Saffron Insurance Services Ltd told him that he had an agreed value policy for his van when he didn’t. What happened Saffron arranged a policy to cover Mr H’s catering van. When it did so Mr H said the value of the van was £50,000. And ... (2 pages)View decision -
Decision Reference DRN-5082479
7 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5082479 The complaint Mr S has complained about AXA Insurance UK Plc’s decision to decline a theft claim he made under a home insurance policy he shares jointly with Mrs S. What happened Mr and Mrs S bought a home insurance policy through a broker in 2019. They have since renewed t... (3 pages)View decision -
Decision Reference DRN-5069531
7 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5069531 The complaint Mr and Mrs F are unhappy that Barclays Bank UK PLC (‘Barclays’) has failed to provide them each with a signature stamp. To keep things simpler, I've mostly referred to Mr F in my decision as he has dealt with this complaint. What happened Mr F missed out... (3 pages)View decision -
Decision Reference DRN-5095058
7 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5095058 The complaint Mr R has complained that Lloyds Bank PLC (“Lloyds”) provided an overdraft to him that was unaffordable. What happened Mr R held current accounts with Lloyds. In September 2012, Lloyds approved an application from Mr R for an overdraft of £500 for one of the acc... (4 pages)View decision -
Decision Reference DRN-4525024
7 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4525024 The complaint Mr H has complained that National Westminster Bank Plc (NatWest) won’t refund the money he lost after falling victim to a scam. What happened In autumn 2021, Mr H responded to an advert on social media, which had been placed by a scammer. The scammer persuaded ... (2 pages)View decision -
Decision Reference DRN-5127479
7 Nov 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5127479 The complaint Mr T complains that in 2015, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted his Self-Invested Personal Pension (‘SIPP’) application and his application... (35 pages)View decision -
Decision Reference DRN-5028800
7 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5028800 The complaint Mrs G complains that Nationwide Building Society (‘Nationwide’) blocked her account and withheld her money. What happened Mrs G is represented in this complaint by a person she appointed to act on her behalf. In November 2023 Mrs G opened an account with Nation... (4 pages)View decision -
Decision Reference DRN-5130626
7 Nov 2024 Vodafone Limited UpheldConsumer CreditDRN-5130626 The complaint Miss T has complained about the way Vodafone Limited administered a fixed sum loan agreement. What happened In January 2022 Miss T bought a phone using a fixed sum loan agreement (device plan) with Vodafone. The phone cost around £1,250 and it was to be paid b... (5 pages)View decision
