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 360264 results
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Decision Reference DRN-4565329
9 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4565329 The complaint Mr O complains about AXA Insurance UK Plc’s decision to decline a claim he made after his tenant maliciously damaged his property. What happened Mr O has a landlords insurance policy underwritten by AXA which covers a single property he owns and rents out through ... (4 pages)View decision -
Decision Reference DRN-4612382
9 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4612382 The complaint Ms N complains Santander UK Plc (“Santander”) closed her account shortly after opening it, and by doing so has discriminated against her due to her nationality. What happened Ms N opened a Basic bank account with Santander on 16 March 2023. Two days later, Santand... (3 pages)View decision -
Decision Reference DRN-4313542
9 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4313542 The complaint Mr L complains about the poor quality of repairs to his vehicle by his insurer AXA Insurance UK Plc following a claim against his car insurance policy. What happened Mr L’s car was sent for repairs by his insurer AXA Insurance UK Plc (AXA) after he was involved in... (3 pages)View decision -
Decision Reference DRN-4575863
9 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4575863 The complaint Mr P has complained about Liverpool Victoria Insurance Company Limited (LV). He isn’t happy about the valuation of his car after a claim under his motor insurance policy and that he wasn’t allowed to retain the car after it was written off. What happened Mr P made... (3 pages)View decision -
Decision Reference DRN-4611199
9 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4611199 The complaint Mr B complains that HSBC UK Bank Plc didn't apply the exchange rate he had been advised of when he transferred euros into his global money account. What happened On 31 August 2023 Mr B, through a webchat with HSBC, enquired about receiving a euro currency tra... (3 pages)View decision -
Decision Reference DRN-4612299
9 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4612299 The complaint Mrs R and Mr R are unhappy that TSB Bank plc considered them to owe £40 on an outstanding balance which they felt that had paid off in full. What happened To briefly summarise: TSB transferred an outstanding balance owed by Mrs R and Mr R to a debt recovery agency... (2 pages)View decision -
Decision Reference DRN-4401696
9 Feb 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-4401696 The complaint Mr A complains that Admiral Financial Services Limited (“Admiral Money”) failed to remove a default marker from his credit file despite telling him it would. What happened Mr A took a loan with Admiral Money in October 2021. Some months later Mr A found himself in... (4 pages)View decision -
Decision Reference DRN-4511657
9 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4511657 The complaint Mrs F complains that Revolut Ltd did not refund a series of payments she lost as part of a scam. What happened Mrs F was looking for some part time work while recovering from an illness. She located a task-based job where she had to complete five tasks and would e... (3 pages)View decision -
Decision Reference DRN-4340787
9 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4340787 The complaint Mrs H complains about service from Bank of Scotland plc trading as Halifax (Halifax) in connection with her sons’ savings accounts. What happened Mrs H has three sons. They all have the same first name initial – ‘A’. They were born in July 2005, July 2007 and Aug... (3 pages)View decision -
Decision Reference DRN-4424640
9 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4424640 The complaint Mr O complains that Bank of Scotland plc, trading as Halifax, debited two identical payments from the same merchant. He says the second was requested in error and Halifax’s communication with him was confusing. What happened The details of this complaint are well ... (2 pages)View decision
