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 365360 results
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Decision Reference DRN-4595574
19 Mar 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4595574 The complaint Miss F complains about Lloyds Bank General Insurance Limited’s handling of a claim she made under her home insurance policy. Lloyds is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Lloyds has accepte... (4 pages)View decision -
Decision Reference DRN-4582230
19 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4582230 The complaint Mr T complains National Savings and Investment (NS&I) blocked a transfer he requested from his Premium Bond account to his bank account, causing him to go overdrawn. What happened Mr T wanted to transfer £3,000 from his Premium Bonds to his current account, he... (3 pages)View decision -
Decision Reference DRN-4692095
19 Mar 2024 American International Group UK Limited UpheldInsuranceDRN-4692095 The complaint Mr R complains that American International Group UK Limited trading as AIG Direct (‘AIG’) hasn’t accepted his permanent total disablement (PTD) claim under his personal accident policy. What happened Mr R holds personal accident cover with AIG. He stopped working ... (3 pages)View decision -
Decision Reference DRN-4466749
19 Mar 2024 Lloyds Bank PLC Not upheldInvestmentsDRN-4466749 The complaint Mr J has complained about the online investment account he holds with Lloyds Bank PLC. In particular, he is unhappy that the nature of the account wasn’t made clear to him, and he is unhappy with how it has performed. What happened Mr J registered for an online in... (3 pages)View decision -
Decision Reference DRN-4583293
19 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4583293 The complaint Mr H has complained about his car insurer Admiral Insurance (Gibraltar) Limited regarding its decision to hold him at fault for an accident. What happened Mr H had turned out of his driveway and started along the country road when a car collided with him from behi... (2 pages)View decision -
Decision Reference DRN-4396601
19 Mar 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4396601 The complaint Mr D has complained about poor customer service and delay when he wanted to port (transfer) his mortgage interest rate product with HSBC UK Bank Plc onto a new mortgage on another property. Mr D repaid the mortgage, which HSBC has since reinstated. However, to set... (5 pages)View decision -
Decision Reference DRN-4568467
19 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4568467 The complaint Mrs B complains National Savings and Investments (NS&I) let her invest more than the £50,000 limit for Premium Bonds (PBs). She also complains NS&I deducted £175 from the £4,000 over payment which it paid back, due to ineligible winnings on these bonds. Wh... (4 pages)View decision -
Decision Reference DRN-4667194
19 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4667194 The complaint Mr B complains National Westminster Bank Plc (NatWest) failed to provide him with a replacement debit card in a timely manner. What happened Mr B says he telephoned NatWest on 14 July 2023 as he had misplaced his debit card and ordered a replacement. Mr B says as ... (2 pages)View decision -
Decision Reference DRN-4688502
19 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4688502 The complaint Mr P is complaining about the amount AXA Insurance UK Plc has paid to settle a claim he made on the commercial property insurance policy that covered his property. He’s also unhappy that it wouldn’t pay for him to move into alternative accommodation. What happened... (6 pages)View decision -
Decision Reference DRN-4640205
19 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4640205 The complaint Mr S complains that Monzo Bank Ltd unfairly closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr S had an account with Monzo. In December 2022, two payments, totalling just over £1,200 were made int... (4 pages)View decision
