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 381196 results
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Decision Reference DRN-5218090
22 Jan 2025 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-5218090 The complaint Mr K complains that AXA XL Insurance Company UK Limited hasn’t paid a medical expenses claim he made on a sports travel insurance policy. What happened On 5 July 2024, Mr K took out a single trip sports travel insurance policy through a broker. At the time of b... (3 pages)View decision -
Decision Reference DRN-5256134
22 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5256134 The complaint Ms J complains that Barclays Bank PLC (Barclays) hasn’t reassured her that her data is safe after she received other customers correspondence. What happened In April 2024, Ms J received a letter from Barclays regarding a recent dispute. However, when she receiv... (3 pages)View decision -
Decision Reference DRN-5231270
22 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5231270 The complaint Mr M complains about customer service he received from Santander UK Plc (Santander) while they were managing his account. What happened When Mr M contacted Santander to ask for advice about his credit card he was kept on hold and passed from one agent to anothe... (2 pages)View decision -
Decision Reference DRN-5275529
22 Jan 2025 QIC Europe Ltd Not upheldInsuranceDRN-5275529 The complaint Mr B and Mrs G complain about the way QIC Europe Ltd has dealt with a claim on their legal expenses insurance policy. They say the full indemnity limit has been used without anything to show for it. Where I refer to QIC, this includes its agents and claims hand... (3 pages)View decision -
Decision Reference DRN-5233474
22 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5233474 The complaint Mr E complains that Watford Insurance Company Europe Limited (“Watford”) unfairly cancelled his motor insurance policy without giving a clear explanation. What happened Mr E took out a motor insurance policy with Watford through a third-party in June 2024. Watf... (3 pages)View decision -
Decision Reference DRN-5244303
22 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5244303 The complaint Miss F complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to her. She wants all interest and charges on her account refunded along with 8% simple interest and any adverse information recorded on her credit file regarding... (3 pages)View decision -
Decision Reference DRN-5267242
22 Jan 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5267242 The complaint Mr D complains that Curve UK Limited blocked his Curve card, removing his access to the underlying payment cards he’d added to the Curve system. Mr D told us Curve then failed to reinstate this card promptly, which caused further problems. What happened Mr D co... (5 pages)View decision -
Decision Reference DRN-5197783
22 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5197783 The complaint Mr T complains HSBC UK Bank Plc treated him unfairly when it recorded false application markers with Cifas (a fraud database). He’d like HSBC to delete the entries against him. What happened Mr T applied for an account with HSBC in July 2019 and again in Janua... (2 pages)View decision -
Decision Reference DRN-5258867
22 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5258867 The complaint Mr W is unhappy that Clydesdale Bank Plc, trading as Virgin Money, transferred the wrong ISA to another ISA provider. What happened Mr W held two ISAs with Virgin and wanted to transfer one of the ISAs to another ISA provider (which I’ll refer to ‘X’). Mr W con... (3 pages)View decision -
Decision Reference DRN-5195370
22 Jan 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5195370 The complaint Mrs H has complained that First Central Underwriting Limited cancelled her telematic motor policy because she and her named driver failed to pair it with their individual smart mobile phones. Mrs H is represented by Mr B who is also a named driver on her polic... (5 pages)View decision
