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 370149 results
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Decision Reference DRN-5249212
22 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5249212 The complaint Mr and Mrs L complain that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined their claim for damage to their garage, under their home buildings insurance policy. What happened Mr and Mrs L raised a claim with LV for damage to their garage. T... (2 pages)View decision -
Decision Reference DRN-5159814
22 Jan 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5159814 The complaint Mr C complains that Telefonica UK Limited trading as O2 incorrectly applied a default to his credit file. He says this blocked him from accessing personal and business credit. He wants the default removed from his credit file, a full written apology from O2 and... (4 pages)View decision -
Decision Reference DRN-5245625
22 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5245625 The complaint Mr N complains that Wise Payments Limited (“Wise”) won’t refund a payment he made to the wrong person. What happened Mr N holds an account with Wise an international money transfer platform. On 11 October 2024 Mr N topped up the balance of his account and sent... (2 pages)View decision -
Decision Reference DRN-5213567
22 Jan 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5213567 The complaint Mrs E complains that Shawbrook Bank Limited didn’t act on her instruction to reinvest the funds from her matured Individual Savings Account (ISA) into a new two-year ISA that she took out. Instead, the funds were placed into a holding account with only 0.1% int... (3 pages)View decision -
Decision Reference DRN-5218090
22 Jan 2025 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-5218090 The complaint Mr K complains that AXA XL Insurance Company UK Limited hasn’t paid a medical expenses claim he made on a sports travel insurance policy. What happened On 5 July 2024, Mr K took out a single trip sports travel insurance policy through a broker. At the time of b... (3 pages)View decision -
Decision Reference DRN-5256134
22 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5256134 The complaint Ms J complains that Barclays Bank PLC (Barclays) hasn’t reassured her that her data is safe after she received other customers correspondence. What happened In April 2024, Ms J received a letter from Barclays regarding a recent dispute. However, when she receiv... (3 pages)View decision -
Decision Reference DRN-5231270
22 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5231270 The complaint Mr M complains about customer service he received from Santander UK Plc (Santander) while they were managing his account. What happened When Mr M contacted Santander to ask for advice about his credit card he was kept on hold and passed from one agent to anothe... (2 pages)View decision -
Decision Reference DRN-5275529
22 Jan 2025 QIC Europe Ltd Not upheldInsuranceDRN-5275529 The complaint Mr B and Mrs G complain about the way QIC Europe Ltd has dealt with a claim on their legal expenses insurance policy. They say the full indemnity limit has been used without anything to show for it. Where I refer to QIC, this includes its agents and claims hand... (3 pages)View decision -
Decision Reference DRN-5233474
22 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5233474 The complaint Mr E complains that Watford Insurance Company Europe Limited (“Watford”) unfairly cancelled his motor insurance policy without giving a clear explanation. What happened Mr E took out a motor insurance policy with Watford through a third-party in June 2024. Watf... (3 pages)View decision -
Decision Reference DRN-5244303
22 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5244303 The complaint Miss F complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to her. She wants all interest and charges on her account refunded along with 8% simple interest and any adverse information recorded on her credit file regarding... (3 pages)View decision