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 366874 results
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Decision Reference DRN-4833969
7 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4833969 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax, cancelled his direct debit to a credit card without his knowledge, which caused him to go into arrears and incur charges, impacting his credit reference. What happened Mr H went to a branch of Halif... (3 pages)View decision -
Decision Reference DRN-5049669
7 Nov 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5049669 The complaint Mr A complains about the value Watford Insurance Company Europe Limited (“Watford”) paid him following a claim under his car insurance. When I mention Watford I also mean its assessors and engineers. What happened Mr A had a motor insurance policy with Watford ... (3 pages)View decision -
Decision Reference DRN-4821141
7 Nov 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4821141 The complaint Mr A complains about the way in which Tesco Personal Finance PLC (“Tesco”) handled his claim when he had a dispute over airline tickets he bought using his Tesco credit card. What happened On or about 4 January 2024 Mr A booked return flights at a total cost of... (3 pages)View decision -
Decision Reference DRN-4997440
7 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4997440 The complaint Miss T complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an employment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (9 pages)View decision -
Decision Reference DRN-4952204
7 Nov 2024 Yorkshire Building Society Not upheldMortgagesDRN-4952204 The complaint Miss P and Mr T complain that Yorkshire Building Society trading as Chelsea Building Society did not give them appropriate assistance when they believed their property was undervalued by a surveyor. What happened Miss P and Mr T have a mortgage with Chelsea. In... (4 pages)View decision -
Decision Reference DRN-5063280
7 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5063280 The complaint Mr E complains that Oodle Financial Services Limited trading as Oodle Car Finance was irresponsible in its lending to him. He wants all interest and charges refunded along with interest and compensation for the distress and inconvenience he has been caused. Mr ... (3 pages)View decision -
Decision Reference DRN-4951472
7 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4951472 The complaint Mr and Mrs S are unhappy with the way AXA Insurance UK Plc dealt with a claim on their buildings insurance policy following a storm. This complaint involves the actions of agents for whom AXA is responsible. Any reference to AXA includes its agents. What happ... (3 pages)View decision -
Decision Reference DRN-5117068
7 Nov 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5117068 The complaint Mr M complains that American Express Services Europe Limited (“AESEL”) didn’t refund part of a payment he made and that it made errors while processing his request for a refund. What happened In October 2022, Mr M contacted AESEL to request help in getting a pa... (5 pages)View decision -
Decision Reference DRN-5053205
7 Nov 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-5053205 The complaint Ms G complains about how Tesco Underwriting Limited handled and settled a claim made on her motor insurance policy. She wants compensation for her losses and the significant stress and inconvenience caused. What happened Ms G was involved in a collision with a... (3 pages)View decision -
Decision Reference DRN-4820725
7 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-4820725 The complaint Mrs L complains U K Insurance Limited handled her property insurance claim poorly. Mrs L’s been represented by her son for the claim and complaint – Mr L. What happened In July 2021 Mrs L claimed against her UKI home insurance policy. Her home had been damage... (3 pages)View decision
