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 360982 results
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Decision Reference DRN-4776064
1 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4776064 The complaint Mr D has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a home insurance policy. What happened Mr D contacted Aviva to make a claim when a fire at a neighbouring property spread to his home causing damage. Early in the claim, Mr D co... (3 pages)View decision -
Decision Reference DRN-4725770
1 May 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-4725770 The complaint Mr W has complained about HCC International Insurance Company Plc (HCC)’s decision to decline – and then make a ‘without prejudice’ offer for – an escape of water (EOW) claim he made for damage under his caravan insurance policy. Mr W made a separate claim for sto... (3 pages)View decision -
Decision Reference DRN-4623667
1 May 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4623667 The complaint Miss B and Mr R complain that Lloyds Bank General Insurance Limited has unfairly refused to cover undamaged items under the matching sets section of their home insurance policy. What happened Miss B and Mr R made a claim under their home insurance policy for accid... (2 pages)View decision -
Decision Reference DRN-4725325
1 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4725325 The complaint Mr P and Mrs P complain that Barclays Bank UK PLC (“Barclays”) reduced and withdrew the overdraft limits on their accounts and communicated this in a way which was distressing and confusing. The complaint is brought by both Mr P and Mrs P. But, for ease of reading... (4 pages)View decision -
Decision Reference DRN-4634368
1 May 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4634368 The complaint Miss P complains about the service she received from Lloyds Bank PLC (Lloyds) after she met with it to discuss her mortgage arrangements. She says she hasn’t received an explanation of what was wrong with her original mortgage application requiring it to be “stopp... (5 pages)View decision -
Decision Reference DRN-4775986
1 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4775986 The complaint Mr and Mrs P are unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim for subsidence damage at their home. What happened Mr and Mrs P purchased a property in December 2021. A subsidence claim had already been made to RSA by the previ... (4 pages)View decision -
Decision Reference DRN-4676960
1 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4676960 The complaint Mr C has complained about the service he received from Barclays Bank UK PLC after his debit card was cancelled due to concerns that he might become victim of a scam. What happened Mr C has both a debit card and credit card with Barclays. This complaint relates to ... (3 pages)View decision -
Decision Reference DRN-4775982
1 May 2024 Collingwood Insurance Company Ltd Not upheldInsuranceDRN-4775982 The complaint Ms C complains that Collingwood Insurance Company Ltd (Collingwood) cancelled her motor insurance policy due to a declined monthly payment and refused to reinstate it. Ms C is represented by her father, Mr C, in her complaint. I’ll refer to Ms C in my decision for... (4 pages)View decision -
Decision Reference DRN-4774428
1 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4774428 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”) were slow to explain why her credit card payments didn’t reduce despite her making payments to the account. She’s also unhappy that they didn’t help when she was experiencing financial difficulty. What happened In Augu... (2 pages)View decision -
Decision Reference DRN-4689155
1 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4689155 The complaint Mr B complains that Barclays Bank UK PLC has failed to transfer the monies in his children's savings accounts to his new bank following his closure of his current account with Barclays. What happened In April 2023, Barclays carried out a KYC (know your custom... (4 pages)View decision
