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 381082 results
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Decision Reference DRN-4976685
21 Nov 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4976685 The complaint Mr R’s complaint against Kensington Mortgage Company Limited is that it refuses to remove a CIFAS marker it placed against him. Mr R has been represented by a third party in bringing this complaint. I will only refer to Mr R in this decision, and any reference ... (3 pages)View decision -
Decision Reference DRN-5011592
21 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5011592 The complaint Mr W complains that AXA Insurance UK Plc unfairly increased his motor insurance premium when he changed address. Mr W is represented in this matter by his wife, Mrs W. I’ll refer to both in my decision. What happened Mr W had an AXA car insurance policy. In Apr... (2 pages)View decision -
Decision Reference DRN-5161540
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5161540 The complaint Miss G, acting on behalf of Mr G, complains that National Westminster Bank Plc (NatWest) will not refund the money lost from Mr G’s account when Miss G was the victim of a scam. Miss G has third party access to Mr G’s account, and as the circumstances of this ... (5 pages)View decision -
Decision Reference DRN-5063546
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5063546 The complaint Miss G complains that Revolut Ltd will not refund the money she lost when she was the victim of a scam. What happened In December 2023 Miss G was contacted by someone claiming to be from another bank, N, where she and her parents held significant savings. They... (4 pages)View decision -
Decision Reference DRN-5063487
21 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5063487 The complaint Miss G complains that Barclays Bank UK PLC will not refund the money she lost when she was the victim of a scam. What happened In December 2023 Miss G was contacted by someone claiming to be from another bank, N, where she and her parents held significant savi... (4 pages)View decision -
Decision Reference DRN-5112123
21 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5112123 The complaint Ms B complains that Domestic & General Insurance PLC (DGI) won’t refund the policy premiums she paid. She’s also unhappy it hasn’t reimbursed the cost of replacing appliances that she’d insured with it. What happened Ms B took out a number of protection po... (4 pages)View decision -
Decision Reference DRN-4512670
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4512670 The complaint Miss F complains National Westminster Bank Plc unfairly closed her student account and passed her account to a debt collection agency. What happened Miss F has a representative on her complaint, but for ease I will refer to Miss F only. Miss F opened a studen... (4 pages)View decision -
Decision Reference DRN-5121792
21 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5121792 The complaint X complains about how Marshmallow Insurance Limited (Marshmallow) handled a claim under their motor insurance policy. References to Marshmallow in this decision include their agents. What happened In November 2023 X was attacked on her driveway, resulting in ... (4 pages)View decision -
Decision Reference DRN-5077558
21 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5077558 The complaint Mr P complains about the repairs that Admiral Insurance (Gibraltar) Limited made to his van after he made a claim on his motor insurance policy. He wants it to pay him the value of his van. What happened Mr P’s van was damaged in an accident and the other driv... (4 pages)View decision -
Decision Reference DRN-5115853
21 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5115853 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard misled him about the need to make minimum payments before he completed a 0% balance transfer to his credit card. What happened Mr P has held a credit card with Barclaycard for some time. In June 2... (3 pages)View decision
