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 367928 results
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Decision Reference DRN-5036608
19 Dec 2024 Western Provident Association Limited UpheldInsuranceDRN-5036608 The complaint Mr W is unhappy that Western Provident Association Limited (‘WPA’) declined to cover a claim made on a private medical insurance policy he benefited from (‘the policy’) and the way the claim was handled. What happened Mr W made a claim on the policy which was ... (4 pages)View decision -
Decision Reference DRN-5223752
19 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5223752 The complaint Mr P complains that Barclays Bank UK Plc won’t refund the money he lost when he fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions... (5 pages)View decision -
Decision Reference DRN-5090614
19 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5090614 The complaint Mrs J complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened On 1 April 2014, Mrs J applied for and received a credit card with Barclaycard. It had a £6,800 credit limit which was increased steadily over the years re... (5 pages)View decision -
Decision Reference DRN-5192759
19 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5192759 The complaint Mr W is unhappy with Admiral Insurance (Gibraltar) Limited’s correspondence with him when they wrongly told him his vehicle had been involved in an accident. What happened On 31 July 2024, Mr W received an email from Admiral which said they’d been notified of ... (2 pages)View decision -
Decision Reference DRN-5091851
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5091851 The complaint Mr V complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened In 2020, Mr V found an investment opportunity through an advertisement for a company I’ll refer to as B. Mr V says he checked internet ... (5 pages)View decision -
Decision Reference DRN-5217431
19 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5217431 The complaint Mr K complains about how Aviva Insurance Limited (Aviva) valued his vehicle following a claim made under his motor insurance policy. What happened In February 2024 Mr K’s vehicle was stolen. Mr K reported the theft of his vehicle to Aviva. Aviva agreed to settl... (3 pages)View decision -
Decision Reference DRN-5172508
19 Dec 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5172508 The complaint Mr P has complained about the way his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), dealt with a claim he made on his policy and says that the offer made to him for the market value of his van was too low. What happened In March 2024 M... (4 pages)View decision -
Decision Reference DRN-5175795
19 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5175795 The complaint Miss L complains that American Express Services Europe Limited (AESEL) defaulted her credit card account. What happened Miss L held a credit card account with American Express. On 24 January 2024, Miss L had a web chat with American Express. Miss L said she fel... (3 pages)View decision -
Decision Reference DRN-5222249
19 Dec 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5222249 The complaint Miss W is unhappy Amtrust Europe Limited (“Amtrust”) withdraw cover for a claim under a legal expenses insurance policy. What happened Miss W was involved in a car accident, which she reported to her car insurer. As well as damage to her car, Miss W also suffer... (5 pages)View decision -
Decision Reference DRN-5178494
19 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5178494 The complaint Mrs D complains Nationwide Building Society (“Nationwide”); blocked her account including her debit card without informing her; was treated in a disgraceful manner when she called one of Nationwide’s agents about this; was asked personal and intrusive questions... (6 pages)View decision
