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 370149 results
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Decision Reference DRN-4616158
30 Jul 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4616158 The complaint Mr A has complained that Aviva Life & Pensions UK Limited has made changes which restrict the type of security in which he’s able to invest within his workplace pension plan which it administers. What happened The investigator who considered this matter set... (4 pages)View decision -
Decision Reference DRN-4813125
30 Jul 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4813125 The complaint Mr C complained about TSB Bank plc. Mr C requested £250 from a cash machine, but said it only dispensed £10. TSB refused to credit him with the £240 he said he didn’t receive. What happened On the evening of 3 November 2023, Mr C used a supermarket cash machin... (2 pages)View decision -
Decision Reference DRN-4635963
30 Jul 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4635963 The complaint Mr A complains about the cancellation of his motor insurance policy by Sabre Insurance Company Limited. What happened The background to this complaint is well known to Mr A and Sabre. In my decision, I’ll focus mainly on giving the reasons for reaching the outc... (3 pages)View decision -
Decision Reference DRN-4732770
30 Jul 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4732770 The complaint Ms S complains that The National Farmers’ Union Mutual Insurance Society Limited (NFU) were unfair in their decision to reject her insurance claim. What happened Ms S had insurance through NFU which provided cover for her horse. Unfortunately, Ms S’s horse fell... (3 pages)View decision -
Decision Reference DRN-4921276
30 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4921276 The complaint Mr G complains Shawbrook Bank Limited are reporting late payments on his credit file for a loan he says he cancelled within the 14-day cooling off period. A representative has supported Mr G in making this complaint, but for simplicity I’ll refer to their subm... (11 pages)View decision -
Decision Reference DRN-4934940
30 Jul 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4934940 The complaint Mr S complains that Wise Payments Limited (“Wise”) won’t refund the money he lost as a result of two scams. He’s being supported by a representative. To keep things simple, I’ll refer to Mr S throughout this decision. What happened The background to this com... (3 pages)View decision -
Decision Reference DRN-4938326
30 Jul 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4938326 The complaint Miss D complains that Kroo Bank Ltd (‘Kroo’) blocked her account without explaining why . She wants access to the funds she has in it. What happened Miss D said she opened an account with Kroo to use for playing online games. She said she played a game and won... (3 pages)View decision -
Decision Reference DRN-4883899
30 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4883899 The complaint Mr and Mrs H complain that Ageas Insurance Limited took too long to repair their car after they made a claim on their motor insurance policy. What happened Mr and Mrs H held an Ageas motor insurance policy for their leased vehicle. The vehicle was stolen in Ja... (5 pages)View decision -
Decision Reference DRN-4938339
30 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4938339 The complaint Mrs H has complained about her property insurer AXA Insurance UK Plc because it has declined her claim made for subsidence. What happened Mrs H noted cracking at her home. She made a claim to AXA. AXA’s claim handler asked Mrs H some questions about the prope... (3 pages)View decision -
Decision Reference DRN-4782983
30 Jul 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4782983 The complaint Miss B complains about Aioi Nissay Dowa Insurance UK Limited trading as Tesco Bank Box Insurance (“ANDI”) and the cancellation of her motor insurance policy after she failed to provide documentation within the deadline set. What happened The claim and complaint... (4 pages)View decision
