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 369227 results
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Decision Reference DRN-4901872
9 Aug 2024 Society of Lloyd's Not upheldInsuranceDRN-4901872 The complaint Miss G complains that Society of Lloyd’s hasn’t paid a claim she made on a personal accident insurance policy. What happened In April 2022, Miss G unfortunately suffered a serious accident which caused severe head injuries. She had to undergo craniotomy surger... (4 pages)View decision -
Decision Reference DRN-4645720
9 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4645720 The complaint Miss D is unhappy with how Revolut Ltd handled a claim she made to it in respect of a transaction on her debit card. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my inf... (3 pages)View decision -
Decision Reference DRN-4802880
9 Aug 2024 Barclays Bank Plc UpheldInvestmentsDRN-4802880 The complaint Mr T complains about delays caused by Barclays Bank Plc when he was attempting to transfer his investments away from their platform, from July 2023. What happened Prior to July 2023, Mr T had been attempting to transfer his investments away from Barclays for so... (3 pages)View decision -
Decision Reference DRN-4943666
9 Aug 2024 Cynergy Bank Plc UpheldBanking and PaymentsDRN-4943666 The complaint Mrs P complains about the interest rate and the service she received when she opened an ISA with Cynergy Bank Plc (“Cynergy”). What happened Mrs P is receiving help from a relative to bring this complaint. But, for ease of reading, I’ll refer to all submission... (4 pages)View decision -
Decision Reference DRN-4939085
9 Aug 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4939085 The complaint Mr V complains MBNA Limited has declined a claim for a refund brought under section 75 of the Consumer Credit Act 1974 (“CCA”), and the chargeback in relation to legal services paid for using his MBNA credit card. Mr V is represented in his complaint by his wif... (9 pages)View decision -
Decision Reference DRN-4952334
9 Aug 2024 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-4952334 The complaint Mrs H complains about Scottish Friendly Assurance Society Limited (Scottish Friendly). She’s unhappy with the service she received when trying to take her pension benefits as an Uncrystallised Funds Pension Lump Sum (UFPLS) payment. What happened I issued a pr... (8 pages)View decision -
Decision Reference DRN-4901607
9 Aug 2024 West Bay Insurance Plc UpheldInsuranceDRN-4901607 The complaint Mr A complains that West Bay Insurance Plc declined a claim on his buildings and contents insurance policy. What happened Mr A made a claim on his policy in January 2023. He says he noticed that water had got into the garage at his home and damaged the contents... (3 pages)View decision -
Decision Reference DRN-4602231
9 Aug 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4602231 The complaint Mr W complains AXA Insurance UK Plc (AXA) unfairly settled his claim on his motor insurance policy and this has affected his policy premiums excessively. AXA are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of t... (3 pages)View decision -
Decision Reference DRN-4951252
9 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4951252 The complaint Mr M has complained about Aviva Insurance Limited. He isn’t happy about the way it settled a claim, on a split liability basis, under his motor insurance policy. What happened Mr M made a claim on his motor insurance policy after a collision with a third party... (2 pages)View decision -
Decision Reference DRN-4952114
9 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4952114 The complaint Miss S complains Monzo Bank Ltd treated her unfairly when payments into her account were disputed. What happened Miss S had an account with Monzo which has been closed since this complaint. In August 2023 Miss S received three payments totalling £650 which she ... (2 pages)View decision
