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 380824 results
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Decision Reference DRN-4959751
5 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-4959751 The complaint Mr O complains that U K Insurance Limited (“UKI”) held him to be at fault for a claim and as a result the premium for his motor insurance increased by £700. What happened Mr O was involved in an accident where he hit the rear of another car. The third party mad... (2 pages)View decision -
Decision Reference DRN-4908081
5 Nov 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4908081 The complaint F says Prepay Technologies Ltd (“Prepay”) refuses to refund it for unauthorised transactions from it’s account. What happened F says its account was taken over by fraudsters and £23,355 was transferred out of its account to unknown third parties in four transac... (3 pages)View decision -
Decision Reference DRN-5126713
5 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5126713 The complaint Mr H complains about delays and poor service after a payment was blocked by Nationwide Building Society. What happened Mr H has a Power of Attorney (POA) arrangement on his account where his brother (Mr H2) can act on his behalf. Mr H2 has confirmed that Mr H ... (3 pages)View decision -
Decision Reference DRN-4803111
5 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4803111 The complaint Mr P has complained about the way that AXA Insurance UK Plc handled a claim he made under his home insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr P got in touch with AXA in 2018 a... (4 pages)View decision -
Decision Reference DRN-4690983
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4690983 The complaint Mrs B complaint NewDay Ltd (“NewDay”), refuses to refund her for an ATM transaction on her Debenhams card which was not completed successfully. What happened Mrs B complained to us that she tried to withdraw £300 cash from an ATM using her Debenhams card in Aug... (2 pages)View decision -
Decision Reference DRN-5061098
5 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5061098 The complaint Mr K complains that National Westminster Bank Plc (NatWest) didn’t protect him from an investment scam. Mr K is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr K in this decision. What happened Mr K says that in ... (5 pages)View decision -
Decision Reference DRN-4609542
5 Nov 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4609542 The complaint Mr G complains that a car acquired under a personal contract purchase (PCP) agreement with MotoNovo Finance Limited (“MotoNovo”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this comp... (3 pages)View decision -
Decision Reference DRN-5030825
5 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5030825 The complaint Mr L complains that HSBC UK Bank Plc won’t reimburse money he lost when he bought a van that he later learned was a stolen vehicle. What happened In October 2022, Mr L was looking for a second-hand van. He explains this was needed for his daily commute to work... (3 pages)View decision -
Decision Reference DRN-5092929
5 Nov 2024 AWP P&C S.A. UpheldInsuranceDRN-5092929 The complaint Mrs H is unhappy with the lack of assistance she received from AWP P&C S.A. when she became unwell whilst abroad. What happened Mrs H was abroad on holiday when she became unwell. She’s unhappy with the assistance she received from AWP’s medical assistance ... (5 pages)View decision -
Decision Reference DRN-5126503
5 Nov 2024 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5126503 The complaint P complains about the way Barclays Bank Plc trading as Barclaycard handled a chargeback claim. What happened In July 2023 Mr O, the director of P, used the company credit card to pay two £100 deposits to a business (F) that arranges flights. Mr O says that aft... (2 pages)View decision
