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
-
Decision Reference DRN-5336184
17 Feb 2025 Covea Insurance plc Not upheldInsuranceDRN-5336184 The complaint Miss C’s complaint is about a claim she made on her Covea Insurance plc pet insurance policy, which was declined. Miss C says Covea treated her unfairly. What happened Miss C made a claim on her Covea pet insurance policy, which Covea considered and then declin... (4 pages)View decision -
Decision Reference DRN-5291267
17 Feb 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5291267 The complaint Mr and Mrs K complain about the service they received from Skipton Building Society What happened Mr and Mrs K held a 15 month fixed rate E-Bond with Skipton which was due to mature in January 2022. For ease and as Mr K is happy for Mrs K to deal with our servi... (9 pages)View decision -
Decision Reference DRN-5220996
17 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5220996 The complaint Mrs A is unhappy with Nationwide Building Society. Mrs A asked for her trustee status to be removed from her children’s accounts during the national lockdown. Mrs A was suffering with serious medical issues and undergoing treatment at the time. She was concerne... (5 pages)View decision -
Decision Reference DRN-4829714
17 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4829714 The complaint Ms B complains that HSBC UK Bank Plc (“HSBC”) won’t refund money she lost when she fell victim to a scam. What happened The details of this complaint are well known to the parties. So, I’ll only provide an overview and focus on giving my reasons for my decisio... (3 pages)View decision -
Decision Reference DRN-5273385
17 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5273385 The complaint Mrs T has complained about her motor home insurer AXA Insurance UK Plc. Mrs T is unhappy with AXA having caused damage to her motor home when it was meant to be repairing it. She thinks AXA took too long to resolve the claim and that her motor home depreciated ... (3 pages)View decision -
Decision Reference DRN-5336160
17 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5336160 The complaint Mr and Mrs S complain that Accredited Insurance (Europe) Ltd (Accredited) declined a claim made under their home insurance policy. What happened Following a period of heavy rainfall in October 2023, Mr and Mrs S discovered water was flooding out from underneat... (4 pages)View decision -
Decision Reference DRN-4985334
17 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4985334 The complaint Mr P complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse him in full after he says he was the victim of a scam. What happened Mr P says that he is a community leader who is often approached to secure services, including legal services, for vulnera... (4 pages)View decision -
Decision Reference DRN-5294945
17 Feb 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5294945 The complaint Mr and Mrs B’s complaint is about a mortgage they had with The Co-operative Bank Plc. When they wanted to move and reduce the amount of their borrowing, they were incorrectly told that they would not have to pay an early repayment charge. They have said that th... (3 pages)View decision -
Decision Reference DRN-5286331
17 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5286331 The complaint Miss R complains that the Royal Bank of Scotland Plc (RBS) unreasonably blocked a payment she tried to make, and about the service from RBS’s fraud agent that she spoke to. What happened Miss R wanted to urgently transfer £10,000 to her friend abroad. She said... (3 pages)View decision -
Decision Reference DRN-5328977
17 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5328977 The complaint Mr P complains about the decision of esure Insurance limited to accept liability on his behalf for a claim made against his motor insurance policy. What happened Mr P was involved in an accident in which his car hit the back of another after it entered his lane... (2 pages)View decision
