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
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Decision Reference DRN-4608003
1 Mar 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4608003 The complaint Mr W complains Capital One (Europe) plc unfairly pursued him for credit card debt. He’s also unhappy with the level of customer service they provided – and considers it amounts to discrimination under the Equality Act 2010. What happened The details of this compla... (2 pages)View decision -
Decision Reference DRN-4437234
1 Mar 2024 Next Retail Limited UpheldConsumer CreditDRN-4437234 The complaint Miss A complains Next Retail Limited failed to refund her account correctly after she returned items she had ordered. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’l... (3 pages)View decision -
Decision Reference DRN-4530732
1 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4530732 The complaint A limited company (that I’ll call ‘R’) complains about Aviva Insurance Limited’s decision to turn down a claim made under their property owners insurance policy. R is represented in this complaint by Mr C. Any reference to Aviva includes the actions of its agents.... (4 pages)View decision -
Decision Reference DRN-4323585
1 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4323585 The complaint Miss P complains Barclays Bank UK Plc (“Barclays”) won’t refund payments and account transfers she didn’t authorise. Miss P says she’s had more than £80,000 stolen from her accounts. Miss P adds that Barclays has provided poor customer service and it’s closed her ... (9 pages)View decision -
Decision Reference DRN-4557070
1 Mar 2024 Building Block Insurance PCC Ltd UpheldInsuranceDRN-4557070 The complaint Mrs W has complained about Building Block Insurance PCC Ltd (BBI)’s decision to reject a claim she made under her Roadside Assistance policy. All reference in my decision to the insurer BBI includes its agents. What happened Mrs W bought a roadside assistance poli... (2 pages)View decision -
Decision Reference DRN-4591839
1 Mar 2024 abrdn Investments Limited Not upheldInvestmentsDRN-4591839 The complaint Ms A complains about abrdn Investments Limited (‘abrdn’). Ms A complaints that she shouldn’t be charged to transfer her shares into her own name as abrdn is closing the account. She thinks it should do this free of charge. What happened Ms A had an abrdn Investmen... (3 pages)View decision -
Decision Reference DRN-4437825
1 Mar 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4437825 The complaint Mr R complains about the way in which J P Morgan Europe Limited trading as Chase (“Chase”) handled his chargeback claim. What happened In March 2023 Mr R ordered two coins online and paid £375 using his Chase card. The coins were posted on a “signed for” delivery ... (3 pages)View decision -
Decision Reference DRN-4646868
1 Mar 2024 St Andrew's Insurance plc Not upheldInsuranceDRN-4646868 The complaint Mr D and Mrs S complain that St Andrew’s Insurance Plc won’t refund premiums paid towards their insurance policy after their mortgage ended. What happened To summarise, in 2008, Mr D and Mrs S took out Total Mortgage Protection through Halifax. Their plan provided... (2 pages)View decision -
Decision Reference DRN-4655457
1 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4655457 The complaint Mr G is unhappy Santander UK Plc (“Santander”) hasn’t reimbursed him after he transferred money to pay for a holiday home rental that turned out to be a scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much de... (5 pages)View decision -
Decision Reference DRN-4656617
1 Mar 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4656617 The complaint Mr M and Miss T have complained that Great Lakes Insurance UK Limited (‘Great Lakes’) has unfairly declined their claim. All reference to Great Lakes includes any agents acting on its behalf. What happened Mr M and Miss T bought a single trip travel insurance poli... (2 pages)View decision
