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 362716 results
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Decision Reference DRN-4604950
7 Feb 2024 Link Market Services Trustees Limited Not upheldInvestmentsDRN-4604950 The complaint Mr G’s complaint about Link Market Services Trustees Limited (‘LMSTL’) concerns a share consolidation exercise carried out by a company Mr G held shares in. Mr G is unhappy about the consolidation exercise itself, which he says is unfair because he lost money. Mr ... (4 pages)View decision -
Decision Reference DRN-4605667
7 Feb 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4605667 The complaint Mr W complained about the customer service he received from AA Underwriting Insurance Company Limited when he tried to raise a claim under his home insurance policy. What happened Mr W called AA to see whether he could make a possible claim for water ingress follo... (3 pages)View decision -
Decision Reference DRN-4474586
7 Feb 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-4474586 The complaint Ms C says that Zurich Assurance Ltd (Zurich) has repeatedly provided incorrect and misleading information. She says that she thought her life assurance policy would provide life cover up to her death, but this has proven not to be the case. Ms C’s daughter is acti... (4 pages)View decision -
Decision Reference DRN-4461547
7 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4461547 The complaint Mr E is unhappy that Barclays Bank UK PLC blocked his account and that they won’t admit that they called him on an unregistered number. What happened On 27 July 2023, Mr E updated the phone number he had registered with Barclays, changing it from a number that end... (2 pages)View decision -
Decision Reference DRN-4591405
7 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4591405 The complaint Mr and Mrs B are unhappy with the way AWP P&C SA has handled a claim made on their travel insurance policy. What happened Mr and Mrs B made a travel insurance claim in March 2022 in respect of a cancelled trip abroad. Mrs B contracted Covid-19 and they were un... (2 pages)View decision -
Decision Reference DRN-4595451
7 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4595451 The complaint Mr L has complained that Barclays Bank UK PLC won’t refund a transaction he says he didn’t make or otherwise authorise. What happened In spring 2023, a bank transfer of £1,500 was made from Mr L’s Barclays account to a new payee. This was done on Mr L’s banking ap... (2 pages)View decision -
Decision Reference DRN-4594391
7 Feb 2024 Phoenix Life Limited UpheldInsuranceDRN-4594391 The complaint Mr H complains that Phoenix Life Limited hasn’t fairly compensated him for the delays and poor service he experienced when he tried to get more information from them about how they’d calculated the sum assured following a claim on a life assurance policy. What hap... (4 pages)View decision -
Decision Reference DRN-4421322
7 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4421322 The complaint Miss D complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to her the money that she paid for a holiday club membership. Her partner is also involved in her complaint and she’s being represented by a claims management company. What happened M... (4 pages)View decision -
Decision Reference DRN-4588581
7 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4588581 The complaint Mrs V’s complaint is about the service provided British Gas Insurance Limited in relation to a central heating insurance policy. Mrs V is represented in this complaint by her son but for ease I will refer to Mrs V only. What happened Mrs V’s policy provides cover ... (4 pages)View decision -
Decision Reference DRN-4546666
7 Feb 2024 HDI Global Specialty SE UpheldInsuranceDRN-4546666 The complaint Mr and Mrs P complain about HDI Global Specialty SE’s handling of claims they made under their buildings insurance policy. Mr and Mrs P are joint policyholders. As most of the communication relating to the complaint has been from Mr P, I’ll refer mainly to him in ... (3 pages)View decision
