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 370149 results
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Decision Reference DRN-4721443
28 May 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4721443 The complaint Mrs W complains that Aviva Life & Pensions UK Limited (Aviva) mismanaged her pension, causing a financial loss. She doesn’t feel that it has fairly calculated the compensation for the delay it acknowledged it caused in respect of her instructions to withdraw h... (6 pages)View decision -
Decision Reference DRN-4813614
28 May 2024 Wakam Not upheldInsuranceDRN-4813614 The complaint Mr S complains about the price quoted by Wakam to renew his pet insurance policy. What happened Mr S received a quote to renew his policy which he says was significantly higher than what he’d paid the previous year. Mr S says the renewal quote provided reasons for... (3 pages)View decision -
Decision Reference DRN-4794237
28 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4794237 The complaint Mrs C, as the executor of the estate of Mrs H, complains that Lloyds Bank PLC should pay additional compensation for her time as well as distress and inconvenience caused by its admitted poor service. What happened Mrs H died in 2020 and Mrs C is one of her appoin... (4 pages)View decision -
Decision Reference DRN-4764572
28 May 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-4764572 The complaint Mr Y complains that PayPal UK Ltd won’t refund payments which he says he didn’t make. What happened Mr Y says that someone got into his PayPal account and paid for things without his permission, which he says totalled about £2,000. We repeatedly sent Mr Y his PayP... (2 pages)View decision -
Decision Reference DRN-4751994
28 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4751994 The complaint Mr M has complained that Royal & Sun Alliance Insurance Limited (RSA) didn’t repair his car properly following his claim under his motability motor insurance policy. References to RSA include all its agents. What happened Mr M made a claim for the repair of hi... (2 pages)View decision -
Decision Reference DRN-4819277
28 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4819277 The complaint Mr D has complained about the service received from AXA Insurance UK Plc (‘AXA’) following Mr D’s claim under his home insurance policy regarding a water leak. For the avoidance of doubt, the term ‘AXA’ also includes reference to its agents, surveyors and contract... (5 pages)View decision -
Decision Reference DRN-4806276
28 May 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4806276 The complaint Mr F, Mrs F and Miss F complaint that Inter Partner Assistance SA declined a claim they made on their travel insurance policy. What happened Mr F, Mrs F and Miss F were due to go on holiday. Unfortunately, they had to cancel due to Mr F experiencing stress. They c... (3 pages)View decision -
Decision Reference DRN-4782287
28 May 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4782287 The complaint Ms W complains that Admiral Insurance (Gibraltar) Limited hasn’t paid a claim she made on a travel insurance policy. What happened In June 2023, Ms W took out a single trip travel insurance policy online, which was underwritten by Admiral. The policy was taken out... (3 pages)View decision -
Decision Reference DRN-4576969
28 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4576969 The complaint G, a community organisation, complains about Barclays Bank UK PLC’s failure to make changes G requested to its signing mandate and correspondence address. What happened G told Barclays it wished to change the signatories on the mandate for its account and change i... (2 pages)View decision -
Decision Reference DRN-4820297
28 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4820297 The complaint Mr C complains that Monzo Bank Ltd unfairly blocked and closed his account. Mr C is also unhappy that Monzo took too long to release funds held in his account back to him, which caused him trouble and upset. What happened Mr C had a current account with Monzo, whi... (4 pages)View decision
