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 381196 results
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Decision Reference DRN-4970326
4 Nov 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4970326 The complaint Mr S complains Accredited Insurance (Europe) Ltd (Accredited Insurance) unfairly declined to settle his claim on his home insurance policy. Accredited Insurance are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions o... (3 pages)View decision -
Decision Reference DRN-4954097
4 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4954097 The complaint Ms C has complained that Nationwide Building Society won’t credit a cash deposit she says she made. What happened In January 2024, Ms C went to a Nationwide branch and withdrew £100 in cash. She recalls that at the same time, she also deposited £200 cash into h... (2 pages)View decision -
Decision Reference DRN-4975800
4 Nov 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4975800 The complaint Mr P complains that PrePay Technologies Ltd (Prepay) unfairly refused to allow him to cancel the prepaid card which he bought at the airport. What happened In May 2024, Mr P bought a prepaid travel money card at the airport from a business I will refer to as T.... (3 pages)View decision -
Decision Reference DRN-5124098
4 Nov 2024 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5124098 The complaint Miss B is complaining about ZILCH TECHNOLOGY LIMITED because she’s unhappy with its response to her request for assistance with her account. What happened Miss B has a credit card account with ZILCH. Unfortunately, she lost her job in 2023 and contacted ZILCH f... (3 pages)View decision -
Decision Reference DRN-5120968
4 Nov 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5120968 The complaint Mr and Mrs R complain about the handling of their buildings insurance claim by Lloyds Bank General Insurance Ltd (‘Lloyds’). A large part of this complaint concerns Mr and Mrs R’s unhappiness with agents acting on behalf of Lloyds. For clarity, as Lloyds have a... (4 pages)View decision -
Decision Reference DRN-4950974
4 Nov 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4950974 The complaint Mrs and Mr W complain that AXA PPP Healthcare Limited has turned down a claim Mrs W made on their personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I... (5 pages)View decision -
Decision Reference DRN-4894629
4 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4894629 The complaint Mr L is unhappy that Wise Payments Limited (Wise) won’t refund payments he made as a result of a scam. What happened Mr L fell victim to an impersonation scam. In February 2024, he received a call from someone pretending to be from HMRC, and they persuaded hi... (2 pages)View decision -
Decision Reference DRN-4641371
4 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4641371 The complaint Mr C complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2022 Mr C saw an advert in which a well-... (3 pages)View decision -
Decision Reference DRN-5123893
4 Nov 2024 Hill Mathieson Limited Not upheldInsuranceDRN-5123893 The complaint Mr L complains about Hill Mathieson Limited (“HM”)’s handling of his buildings insurance claim. All references to HM also include its appointed agents. What happened What my findings consider I’m aware Mr L has raised several concerns regarding what’s happened... (6 pages)View decision -
Decision Reference DRN-5081299
4 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5081299 The complaint Mr M complains about British Gas Insurance Limited (“BGIL”) and the service they provided after he made a claim on his Homecare cover. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologi... (4 pages)View decision
