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-5023094
25 Feb 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5023094 The complaint Mr D complains that Capital One (Europe) plc rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”) in respect of the purchase of flight tickets. What happened Mr D booked flights with a travel agent (‘the Supplier’) on 9 December 2023. His plann... (3 pages)View decision -
Decision Reference DRN-5259366
25 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5259366 The complaint Mr B is unhappy that AXA PPP Healthcare Limited trading as AXA Health didn’t let him know he was going to exceed his outpatient limit. What happened Mr B made claims on his private medical insurance policy which were authorised. One claim related to Cognitive B... (2 pages)View decision -
Decision Reference DRN-5183609
25 Feb 2025 Phoenix Life Limited Not upheldInsuranceDRN-5183609 The complaint Mr K complained that Phoenix Life declined a claim on his life and critical illness policy. What happened Mr K held a life and critical illness policy with Phoenix Life which was due to end in November 2023. In October 2023, Mr K raised a claim after being diag... (3 pages)View decision -
Decision Reference DRN-5305710
25 Feb 2025 Experian Limited Not upheldConsumer CreditDRN-5305710 The complaint Mr D complains Experian Limited have discriminated against him and breached the Equality Act 2010 when dealing with his requests for access to their service. What happened Due to Mr D’s disabilities, when he calls Experian he’s unable to complete their Interact... (3 pages)View decision -
Decision Reference DRN-5299028
25 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5299028 The complaint Mr F complains that Advantage Insurance Company Limited unfairly mishandled his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports coupe car, first registered in 2016. Mr F acquired the car in ab... (3 pages)View decision -
Decision Reference DRN-5148005
25 Feb 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5148005 The complaint Mr G complains that Capital One (Europe) plc lent to him irresponsibly. What happened Over the years Mr G has had four accounts with Capital One: Account Account Number ending Event date Event Credit limit Account status Account 1 3550 9 Dec 2003 Account openi... (4 pages)View decision -
Decision Reference DRN-5002195
25 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5002195 The complaint Mr S complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened Mr S was introduced to an investment by an individual I’ll refer to as C. Mr S believed that C was a financial advisor.... (4 pages)View decision -
Decision Reference DRN-5339233
25 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5339233 Complaint Ms O has essentially complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background O... (3 pages)View decision -
Decision Reference DRN-5321227
24 Feb 2025 Chase de Vere Independent Financial Advisers limited Not upheldPensions and AnnuitiesDRN-5321227 The complaint In 2020 Chase de Vere Independent Financial Advisers limited (‘CdV’) acquired a firm called Ferguson Oliver (‘FO’). Earlier, in August 2018, FO issued a financial planning report which recommended a specific Discretionary Fund Management (‘DFM’) model portfolio... (5 pages)View decision -
Decision Reference DRN-5026016
24 Feb 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5026016 The complaint Mr W complains that Computershare Investor Services Plc (‘Computershare’) unreasonably deducted $2,445.05 tax from his share sale on 25 January 2024, when it hadn’t deducted it from a sale of the same shares the previous week. What happened Mr W first undertoo... (5 pages)View decision
