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 367300 results
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Decision Reference DRN-5175364
27 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5175364 The complaint Mrs and Mr H complain about how AXA Insurance UK Plc handled and settled a claim they made under their household insurance policy following the loss of a diamond. What happened The background to this complaint and my initial conclusions were set out in my prov... (6 pages)View decision -
Decision Reference DRN-5156031
27 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5156031 The complaint Mr B is unhappy that Bank of Scotland plc (“BOS”) won’t reimburse money that was stolen from him after he withdrew it from branch. What happened Mr B went into a BOS branch and withdrew some money from his account. When Mr B left the branch, he was followed by ... (2 pages)View decision -
Decision Reference DRN-4670143
27 Nov 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4670143 The complaint Mr O complains about the adverse information that RCI Financial Services Limited, trading as Mobilize Financial Services, has recorded on his credit file. What happened A used car was supplied to Mr O under a hire purchase agreement with Mobilize Financial Serv... (3 pages)View decision -
Decision Reference DRN-5014492
27 Nov 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-5014492 Complaint Mr M is unhappy that PayPal UK Ltd didn’t refund his losses after he fell victim to a scam. Background In August 2023, Mr M fell victim to a scam. He has a medical condition that includes symptoms of major delusions, often characterised by grandiosity. During one s... (3 pages)View decision -
Decision Reference DRN-5108420
27 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5108420 The complaint Mr C has complained that National Westminster Bank Plc (NatWest) won’t credit his account with a cash deposit he says he made. What happened Mr C says that some time in early March 2024, he went into a branch and deposited £1,200 via a deposit machine, in two l... (2 pages)View decision -
Decision Reference DRN-5121096
27 Nov 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5121096 The complaint Mr G has complained about Liverpool Victoria Insurance Company Limited’s decision to settle a claim he made under his car insurance policy as a fault claim. Mr G’s daughter, Ms T is representing Mr G in his complaint. What happened Ms G was involved in a collis... (2 pages)View decision -
Decision Reference DRN-5121623
27 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5121623 The complaint Mr I has complained that Aviva Insurance Limited’s appointed engineer incorrectly condemned his boiler following a boiler check. Mr I is unhappy with the service he received from Aviva when he claimed under a heating, plumbing and electrics cover agreement. All... (2 pages)View decision -
Decision Reference DRN-5114751
27 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5114751 The complaint Mrs D has complained that Domestic & General Insurance Plc (D & G) mis sold a protection insurance policy to her and arranged for an electrical services engineer to attend to repair her gas hob. What happened Mrs D bought a policy with D & G in Sept... (2 pages)View decision -
Decision Reference DRN-5071175
27 Nov 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5071175 The complaint Mr N is unhappy with Capital One (Europe) plc. Mr N changed his direct debit that he thought was still active on his credit card account. But the payment didn’t go through when expected. Mr N wanted an explanation why his bank wasn’t approached for the direct d... (3 pages)View decision -
Decision Reference DRN-5173710
27 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5173710 The complaint Mr S is unhappy that Barclays Bank UK PLC didn’t convert his BarclayPlus account (“BPA”) to a Barclays Young Persons account (“YPA”). What happened Mr S held a BPA and was of the belief that when he turned 16, the account would automatically be upgraded by Bar... (3 pages)View decision
