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 370903 results
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Decision Reference DRN-4901967
25 Jul 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4901967 The complaint Ms H complains that Wise Payments Limited trading as Wise should’ve done more to prevent her falling victim to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. The facts are not... (2 pages)View decision -
Decision Reference DRN-4607286
25 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4607286 The complaint Mr and Mrs A complain about how Accredited Insurance (Europe) Ltd handled their claim on their home insurance policy. What happened Mr and Mrs A had an escape of water in their living room and kitchen and so called Accredited on 4 April 2023 to claim on their p... (3 pages)View decision -
Decision Reference DRN-4897714
25 Jul 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4897714 The complaint Mrs S has complained about Tesco Underwriting Limited’s decision to reject a claim she made for storm damage under her home insurance policy. What happened Mrs S reported damage from her roof which led to water damage to her home. She said it was caused by sto... (4 pages)View decision -
Decision Reference DRN-4930631
25 Jul 2024 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-4930631 The complaint Mrs D complains about the way AXA XL Insurance Company UK Limited handled a claim and the settlement it paid under her conveyancing insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes responsib... (9 pages)View decision -
Decision Reference DRN-4915720
25 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4915720 The complaint Ms R is unhappy with National Westminster Bank Plc’s handling of her ISA transfer. What happened Ms R wished to move her ISA from Bank G to NatWest. NatWest was offering a 1% better rate than Bank G at the time. NatWest contacted Ms R to let her know she had ... (3 pages)View decision -
Decision Reference DRN-4787663
25 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4787663 The complaint Mr C complains that Barclays Bank UK PLC closed his accounts without notice and that it then did not address his concerns arising from the closure. What happened Mr C opened current and savings accounts with Barclays in 2022. He has explained that he chose to b... (2 pages)View decision -
Decision Reference DRN-4810590
25 Jul 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4810590 The complaint Mrs S and Mr U are unhappy that Inter Partner Assistance SA (IPA) declined their travel insurance claim. Mr U is the lead complainant on this complaint. For ease, I’ll refer to Mr U mainly in this decision even though the policy was in joint names with Mrs S an... (3 pages)View decision -
Decision Reference DRN-4766648
25 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4766648 The complaint Mrs C complains about the way UK Insurance Limited trading as Privilege (UKI) handled a claim she made under her home insurance policy. There were a number of agents acting on behalf of UKI throughout this claim. But, for ease, I’ll refer to UKI unless otherwis... (3 pages)View decision -
Decision Reference DRN-4930449
25 Jul 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-4930449 The complaint Mr M complained about the level of service provided by Shawbrook Bank Limited when transferring a cash ISA (Individual Savings Account) to another provider. What happened I set out the background and my provisional findings to the complaint in my most recent pr... (5 pages)View decision -
Decision Reference DRN-4897550
25 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4897550 The complaint Mr W complains that Revolut Ltd has decided not to refund him after he was the victim of a scam. Mr W is being professionally represented – I’ll refer to his representatives as T What happened What I’ve decided – and why I’ve considered all the available evide... (4 pages)View decision
