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 361839 results
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Decision Reference DRN-4659573
6 Mar 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4659573 The complaint Miss F complains about AXA PPP Healthcare Limited’s delay in authorising her private medical insurance claims. What happened Miss F has a private medical insurance policy with AXA. The policy was put on hold by AXA for July, August and September 2022 as Miss F had... (4 pages)View decision -
Decision Reference DRN-4664274
6 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4664274 The complaint Mr and Mrs B complain that Aviva Insurance Limited failed to repair their broken lock. They jointly held home emergency cover underwritten by Aviva. For ease of reading, I’ll refer to Mr B throughout my decision. What happened The background to this complaint is w... (3 pages)View decision -
Decision Reference DRN-4644765
6 Mar 2024 Stonebridge International Insurance Ltd Not upheldInsuranceDRN-4644765 The complaint Mr C has complained that Stonebridge International Insurance Ltd declined to meet a claim he made under his personal accident plan. What happened The background to this matter is well known to the parties. In summary Mr C claimed under his personal accident plan f... (2 pages)View decision -
Decision Reference DRN-4646875
6 Mar 2024 Thistle Insurance Services Limited UpheldInsuranceDRN-4646875 The complaint Mr W says Thistle Insurance Services Limited mis-sold him a music insurance policy. What happened Mr W took out music insurance through Thistle which commenced in February 2022 and covered performing in the UK and worldwide. At the time he asked Thistle if this in... (2 pages)View decision -
Decision Reference DRN-4506847
6 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4506847 The complaint Mr R complains that HSBC UK Bank Plc won’t refund money he says he lost to a scammer. What happened Mr R hired a builder to carry out works on his garden, garage and driveway. The builder completed works on Mr R’s driveway and half of his garden. Whilst the builde... (3 pages)View decision -
Decision Reference DRN-4654292
6 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4654292 The complaint Mr O complains that Monzo Bank Ltd have recorded a marker against him with the fraud prevention agency CIFAS. He’d like the entry removed. What happened For this complaint Mr O has appointed representatives, but for ease of reading I’ll only refer to Mr O througho... (3 pages)View decision -
Decision Reference DRN-4545712
6 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4545712 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money will not pay him the balance from a recently re-discovered account statement. What happened Some time ago, Mr S got divorced and moved from what had been the marital home. Recently, Mr S’s son passed ... (2 pages)View decision -
Decision Reference DRN-4665636
6 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4665636 The complaint Mr P complains about the service received from Barclays Bank UK PLC when trying to obtain information for his local branch. What happened The details of this complaint are well known to both parties and as such I have only summarised them below. Mr P contacted Bar... (3 pages)View decision -
Decision Reference DRN-4665697
6 Mar 2024 Well Dunn Limited Not upheldInsuranceDRN-4665697 The complaint Mr G and his friend Mr W complain that Well Dunn Limited mishandled a commercial vehicle policy. What happened The complaint concerns a van that had first been registered in the year 2000. Mr G acquired the van in about 2018. On 3 August 2020, Mr G took out a cour... (5 pages)View decision -
Decision Reference DRN-4488949
6 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4488949 The complaint Miss H complains about the interest charged on her credit card with HSBC UK Bank Plc. What happened Miss H opened a credit card account with HSBC in 2017. She says that since the credit limit was increased in 2018 she’s only been able to cover the monthly interest... (3 pages)View decision
