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 374385 results
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Decision Reference DRN-4960224
26 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-4960224 The complaint Mrs C complains that Barclays Bank UK PLC has not offered her a new interest rate on her mortgage, meaning she’s been over-charged interest as a result. The complaint has been brought by her husband Mr C acting on her behalf. What happened Mrs C has had a mortg... (3 pages)View decision -
Decision Reference DRN-5195743
26 Feb 2025 American International Group UK Limited Not upheldInsuranceDRN-5195743 The complaint Miss M complains that American International Group UK Limited (AIG) has turned down a curtailment claim she made on a travel insurance policy. What happened Miss M was abroad in December 2023 and was due to return to the UK in early January 2024. Unfortunately,... (3 pages)View decision -
Decision Reference DRN-5300194
26 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5300194 The complaint Mr H complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr H applied for a credit card with Vanquis in April 2012. In his application, Mr H said he was employed... (4 pages)View decision -
Decision Reference DRN-5356198
26 Feb 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5356198 The complaint Mrs C complains because Red Sands Insurance Company (Europe) Limited (‘Red Sands’) said she’d need to pay an additional premium for her travel insurance policy when she told it about a new medical condition. All references to Red Sands include the agents appoin... (5 pages)View decision -
Decision Reference DRN-5357326
26 Feb 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5357326 The complaint Mr L and Ms M have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy for delayed baggage. What happened Mr L and Ms M were due to fly back from a trip abroad on 18 April 2024. They’d checked in their bags... (3 pages)View decision -
Decision Reference DRN-5309161
26 Feb 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5309161 The complaint Mr B complains about being unable to access funds in his account with The Co-operative Bank Plc. He also complains about the difficulty he faced in servicing his account. What happened Mr B complained to Co-op Bank that he was unable to withdraw funds from an ... (3 pages)View decision -
Decision Reference DRN-5343918
26 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5343918 The complaint Mr A complains that Aviva Insurance Limited (“Aviva”) declined a claim under his boiler cover policy. When I mention Aviva, I also mean its contractors and suppliers. What happened Mr A had a boiler repair policy with Aviva covering his domestic boiler. In late... (4 pages)View decision -
Decision Reference DRN-5344094
26 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5344094 The complaint Ms R complains Lloyds Bank PLC won’t refund her a payment she made on her credit card. What happened In November 2023, Ms R instructed a removals company, who I’ll refer to as “M”, to move her belongings when she moved into a different property. Ms R says ther... (5 pages)View decision -
Decision Reference DRN-5188396
26 Feb 2025 Black Horse Limited Not upheldConsumer CreditDRN-5188396 The complaint Mr H complains about a finance agreement he took out with Black Horse Limited in respect of a holiday lodge. What happened In September 2019 Mr H and his wife entered into an agreement with P, a holiday park business, for a holiday lodge and membership of the p... (3 pages)View decision -
Decision Reference DRN-5356962
26 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5356962 The complaint Mr I and Ms I have complained about delays by AXA Insurance UK Plc in settling a claim made under their home insurance policy. References to AXA in my decision also include its agents. What happened The history and details of this complaint history are well kno... (4 pages)View decision
