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-4568439
6 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4568439 The complaint Mrs N complains about AXA Insurance UK Plc’s handling of a claim she made under her home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for ... (4 pages)View decision -
Decision Reference DRN-4603503
6 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4603503 The complaint Mr B complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) lent to him irresponsibly. What happened Mr B applied for a credit card from Tesco in February 2019, and it was agreed with a limit of £250. Mr B then asked for two increases in limit, ... (4 pages)View decision -
Decision Reference DRN-4349951
6 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4349951 The complaint Mr S and Mrs P complain about the decision by U K Insurance Limited (‘UKI’) to repudiate their claim made under a commercial insurance policy. UKI are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents... (3 pages)View decision -
Decision Reference DRN-4463983
6 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4463983 The complaint Mr R has complained about the fact that Admiral Insurance (Gibraltar) Limited has refused to deal with his claim under his motor policy. Mr R is represented by his wife. However, I shall just refer to Mr R throughout for ease of reference. What happened Mr R was i... (4 pages)View decision -
Decision Reference DRN-4603320
6 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4603320 The complaint Mr H complains that HSBC UK Bank Plc hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties. I’ve discussed the circumstances and the outcome with HSBC and Mr H already. And so I’m only summ... (3 pages)View decision -
Decision Reference DRN-4526226
6 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4526226 The complaint Mrs M complains, as representative for the estate of the late Mrs B, that Bank of Scotland plc trading as Halifax won’t let her to cash a banker’s draft belonging to Mrs B. She would like Halifax to honour the payment. What happened The details of this complaint a... (2 pages)View decision -
Decision Reference DRN-4523602
6 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4523602 The complaint Miss D complains that Barclays Bank UK PLC didn’t pay 100,000 Avios points when she opened a current account and credit card account. What happened Miss D applied for a Barclays current account and credit card account in November 2022 and believed she qualified fo... (3 pages)View decision -
Decision Reference DRN-4493333
6 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4493333 The complaint Mr S and Mrs S complain Lloyds Bank plc (Lloyds) failed to respond to numerous letters regarding a complaint and misplaced one of those letters by delivering it to another bank causing a data breach What happened Mr S and Mrs S says following a complaint it raised... (3 pages)View decision -
Decision Reference DRN-4479195
6 Feb 2024 The Prudential Assurance Company Limited Not upheldInsuranceDRN-4479195 The complaint Mr A is unhappy that The Prudential Assurance Company Limited has declined a claim he made on his Life and Serious Illness insurance policy. What happened Mr A has a life and serious illness insurance policy which pays a lump sum in the event of serious illness or... (7 pages)View decision -
Decision Reference DRN-4566042
6 Feb 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4566042 The complaint Mr R complaints about some American Depository Receipts (‘ADR’) he has in Russian businesses. He says it was announced in April 2022 that these could be converted to ordinary shares and then traded on the Moscow stock exchange (‘MOEX’). But eToro (UK) Ltd (‘eToro’... (3 pages)View decision
