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-4591405
7 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4591405 The complaint Mr and Mrs B are unhappy with the way AWP P&C SA has handled a claim made on their travel insurance policy. What happened Mr and Mrs B made a travel insurance claim in March 2022 in respect of a cancelled trip abroad. Mrs B contracted Covid-19 and they were un... (2 pages)View decision -
Decision Reference DRN-4595451
7 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4595451 The complaint Mr L has complained that Barclays Bank UK PLC won’t refund a transaction he says he didn’t make or otherwise authorise. What happened In spring 2023, a bank transfer of £1,500 was made from Mr L’s Barclays account to a new payee. This was done on Mr L’s banking ap... (2 pages)View decision -
Decision Reference DRN-4594391
7 Feb 2024 Phoenix Life Limited UpheldInsuranceDRN-4594391 The complaint Mr H complains that Phoenix Life Limited hasn’t fairly compensated him for the delays and poor service he experienced when he tried to get more information from them about how they’d calculated the sum assured following a claim on a life assurance policy. What hap... (4 pages)View decision -
Decision Reference DRN-4421322
7 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4421322 The complaint Miss D complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to her the money that she paid for a holiday club membership. Her partner is also involved in her complaint and she’s being represented by a claims management company. What happened M... (4 pages)View decision -
Decision Reference DRN-4588581
7 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4588581 The complaint Mrs V’s complaint is about the service provided British Gas Insurance Limited in relation to a central heating insurance policy. Mrs V is represented in this complaint by her son but for ease I will refer to Mrs V only. What happened Mrs V’s policy provides cover ... (4 pages)View decision -
Decision Reference DRN-4546666
7 Feb 2024 HDI Global Specialty SE UpheldInsuranceDRN-4546666 The complaint Mr and Mrs P complain about HDI Global Specialty SE’s handling of claims they made under their buildings insurance policy. Mr and Mrs P are joint policyholders. As most of the communication relating to the complaint has been from Mr P, I’ll refer mainly to him in ... (3 pages)View decision -
Decision Reference DRN-4587101
7 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4587101 The complaint Mr I complains Admiral Insurance (Gibraltar) Limited unfairly avoided his home insurance policy and declined a claim for a stolen watch. What happened The Investigator set out his understanding of the complaint and his recommendation that it should be upheld as fo... (3 pages)View decision -
Decision Reference DRN-4191695
7 Feb 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4191695 The complaint Mr A complains that Trading 212 UK Limited (“Trading 212”) failed in its obligations to protect him against what he considers having been fraudulent investments. What happened Mr A opened his account with Trading 212 in July 2020. Mr A went on to make investments ... (3 pages)View decision -
Decision Reference DRN-4171235
7 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4171235 The complaint Mrs C complains that Santander UK Plc didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam. What happened On 19 May 2022, Mrs C booked a holiday for herself and four family members ... (3 pages)View decision -
Decision Reference DRN-4547807
7 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4547807 The complaint Mr F complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost in an investment scam. What happened What Mr F says: Mr F was looking to make investments and in February 2017, he found out about an investment company (which I will call ‘A’) through Facebook... (6 pages)View decision
