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 364862 results
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Decision Reference DRN-4742770
1 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4742770 The complaint Mr and Mrs S complain about the way U K Insurance Limited (UKI) handled a curtailment claim they made on a travel insurance policy. What happened Mr and Mrs S have travel insurance as a benefit of Mr S’ packaged bank account. In March 2023, Mr and Mrs S were abroa... (3 pages)View decision -
Decision Reference DRN-4745960
1 May 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4745960 The complaint Miss L complains that Clydesdale Bank Plc trading as Virgin Money* unfairly registered a default on her credit file. *To keep things simpler, in my decision I’ll refer to the business as ‘Virgin Money’. What happened Virgin Money sent Miss L letters dated: 11 Aug... (3 pages)View decision -
Decision Reference DRN-4737021
1 May 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4737021 The complaint Mrs A complains that Sainsbury’s Bank Plc (“Sainsburys”) applied a default to her account. What happened Mrs A opened a credit card account with Sainsburys in January 2018. She stopped making minimum payments to the account in January 2019. Sainsburys wrote to Mrs... (3 pages)View decision -
Decision Reference DRN-4701593
1 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4701593 The complaint Miss A complains Santander UK Plc hasn’t refunded transactions that she’s disputed. What happened Miss A has a current account and credit card account with Santander and has been a customer for around 15 years. Miss A says that there were a large number of unusual... (4 pages)View decision -
Decision Reference DRN-4755428
1 May 2024 Covea Insurance plc UpheldInsuranceDRN-4755428 The complaint Mr R has complained about poor service he received and the valuation Covea Insurance plc placed on his car when he made a claim under his car insurance policy. What happened Mr R made a claim for damage to his car to his insurer, Covea. Covea said it wasn’t econom... (2 pages)View decision -
Decision Reference DRN-4751053
1 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4751053 The complaint Ms S complains about AXA Insurance Company Limited (AXA) cancelling her home insurance policy because of the value of renovations at her property. AXA uses agents to administer and provide services under the policy, as well as to deal with claims and complaints. R... (6 pages)View decision -
Decision Reference DRN-4728747
1 May 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4728747 The complaint Mr D complains about PayPal (Europe) Sarl et Cie SCA currency conversion process. What happened Mr D says he has currency conversion problems making a payment online. In summary he says it appears he is paying in one currency but is then charged in Sterling which ... (2 pages)View decision -
Decision Reference DRN-4737892
1 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4737892 The complaint Miss A has complained about an error Royal & Sun Alliance Insurance Limited (RSA) made in how it recorded a claim she made for repairs under her car insurance policy. Miss A has complained about the impact it had on her ability to claim for uninsured losses. W... (3 pages)View decision -
Decision Reference DRN-4775912
1 May 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4775912 The complaint Mr W has a self-invested personal pension (SIPP) with Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (“Options”). Mr W transferred his existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Verde. Mr W’s c... (26 pages)View decision -
Decision Reference DRN-4636191
1 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4636191 The complaint Mr K complains that Lloyds Bank PLC did not reimburse the funds he lost as part of a scam. What happened Mr K was contacted by a company who said they could help him recover the funds he had lost in an investment. He was told he needed to pay various fees and insu... (3 pages)View decision
