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 375266 results
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Decision Reference DRN-5226159
22 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5226159 The complaint Mr H complains that Marshmallow Insurance Limited mishandled his claim on a van insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2018. In about March 2022, Mr H acquired the van. F... (4 pages)View decision -
Decision Reference DRN-5231254
22 Jan 2025 Healthcare International Global Network Limited Not upheldInsuranceDRN-5231254 The complaint Mr W and Ms B are unhappy with the service received from Healthcare International Global Network Limited trading as Healthcare International (HCI) under their international healthcare insurance policy, when Mr W required medical attention. What happened Follow... (3 pages)View decision -
Decision Reference DRN-5135979
22 Jan 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5135979 The complaint Mr S complains that Nationwide Building Society (NWide) defaulted his loan. What happened In August 2023, Mr S took out a personal loan for £2,500 with NWide. Including interest, the amount payable was £3,270.80. Payments were £81.77 per month. In April 2024, ... (4 pages)View decision -
Decision Reference DRN-5205808
22 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5205808 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss B had held an account with Monzo since early 2023. This wasn’t her main account as her salary was paid into another account... (2 pages)View decision -
Decision Reference DRN-5236213
22 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5236213 The complaint Mr L and Miss L are unhappy with the service received from AXA PPP Healthcare Limited after a claim was made for Miss L under their private medical insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so ... (2 pages)View decision -
Decision Reference DRN-5241060
22 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5241060 The complaint Mr P, on behalf of Mrs P, complains that Lloyds Bank General Insurance Limited has declined a claim for storm damage to Mrs P’s home. Mrs P is the policyholder. Mr P is representing Mrs P and holds power of attorney over her. What happened This dispute is wel... (3 pages)View decision -
Decision Reference DRN-3818719
22 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3818719 The complaint Mr S has complained about the actions of The Royal London Mutual Insurance Society Limited (“Royal London”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asse... (10 pages)View decision -
Decision Reference DRN-4759470
22 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4759470 The complaint Mrs Y has complained that Barclays Bank UK PLC misinformed her about chargeback timescales relating to a payment made on her debit card. What happened Mrs Y made a payment to a holiday company on 15 March 2023, using her Barclays debit card. She then called Bar... (2 pages)View decision -
Decision Reference DRN-5187156
22 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5187156 The complaint Dr A and Mr M complain about how AXA Insurance UK Plc (AXA).dealt with a claim under their motor insurance policy following an accident. They are unhappy at liability for the claim, the impact on their No Claims Discount (NCD) and how the claim was handled. Re... (4 pages)View decision -
Decision Reference DRN-5157712
22 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5157712 The complaint Mr P has complained that J. P. Morgan Europe Limited (trading as “Chase”) failed to protect him from falling victim to an investment scam and hasn’t refunded all of the money he lost. What happened The background of this complaint is already known to both part... (7 pages)View decision
