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 369227 results
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Decision Reference DRN-4774177
1 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4774177 The complaint D, a limited company complains Wise Payment Limited unfairly closed its account. D also says Wise haven’t released money paid into the account. D is represented by its director, Mr A. What happened The detailed background of this complaint is well known to both pa... (3 pages)View decision -
Decision Reference DRN-4729081
1 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4729081 The complaint Mr M complains because Aviva Insurance Limited hasn’t paid a claim under his travel insurance policy. What happened Mr M is insured under a travel insurance policy provided as a benefit of a packaged bank account. The travel insurance is underwritten by Aviva. Mr ... (2 pages)View decision -
Decision Reference DRN-4753323
1 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4753323 The complaint Mr G and Ms E are unhappy with the way AXA Insurance UK Plc handled a claim made on their travel insurance policy (‘the policy’), including declining a claim for missed departure. What happened The details of this complaint are well known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-4741683
1 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4741683 The complaint Mr G is being represented by solicitors. He’s complaining about Barclays Bank UK PLC trading as Barclaycard because he says it lent irresponsibly by giving him a credit card he couldn’t afford. What happened Following his application, in 2018, Mr G was given a cre... (2 pages)View decision -
Decision Reference DRN-4742637
1 May 2024 One Insurance Limited Not upheldInsuranceDRN-4742637 The complaint Mrs K’s complaint is about a claim she made on her One Insurance Limited (‘One’) legal expenses insurance policy, which was declined. Mrs K says that One treated her unfairly and wants them to fund the legal costs she incurred at her own expense to help resolve th... (3 pages)View decision -
Decision Reference DRN-4746761
1 May 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4746761 The complaint Mr and Mrs A complain Accredited Insurance (Europe) Ltd didn’t handle a claim against their home insurance policy fairly. What happened There has been a great deal of correspondence on this complaint, and it has evolved somewhat. Rather than repeat what’s happened... (3 pages)View decision -
Decision Reference DRN-4763480
1 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4763480 The complaint Mr B and Mrs B complain about the poor service they encountered when they switched their bank account to Nationwide Building Society (NBS), in particular the switch of their direct debits. For ease of reading, I’ll refer only to Mr B. What happened In December 20... (3 pages)View decision -
Decision Reference DRN-4728783
1 May 2024 West Bay Insurance Plc UpheldInsuranceDRN-4728783 The complaint Mrs S complains about how West Bay Insurance plc (“West Bay”) handled a claim for repairs following the theft of her car under her motor insurance policy. What happened Mrs S had a motor insurance policy with West Bay covering her car. Her home was broken into in ... (3 pages)View decision -
Decision Reference DRN-4613421
1 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4613421 The complaint Mr A complains that he was unable to access his safety deposit box he held at a branch of Bank of Scotland plc trading as Halifax (Halifax). He says this caused him inconvenience and the loss of a sale of some items he kept in the box. What happened Mr A has held ... (3 pages)View decision -
Decision Reference DRN-4739776
1 May 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4739776 The complaint Mr R is unhappy Advantage Insurance Co Ltd (Advantage) refused to accept responsibility for damage caused during his claim repairs. What happened Mr R had a buildings and contents insurance policy underwritten by Advantage. Advantage accepted Mr R’s claim for dama... (4 pages)View decision
