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 368546 results
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Decision Reference DRN-4729692
9 Apr 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4729692 The complaint Mrs J is unhappy with the way AA Underwriting Insurance Company Limited (‘AA’) handled a claim made on her contents insurance policy (‘the policy’) after a fire at her home. That includes only paying part of the costs claimed for certain items. What happened The d... (5 pages)View decision -
Decision Reference DRN-4696732
9 Apr 2024 Octopus Investments Limited UpheldInvestmentsDRN-4696732 The complaint Mr and Mrs G complain that Octopus Investments Limited (“Octopus”) didn’t tell them it couldn’t accept partial transfer instructions from their ISA accounts to a new provider. They say, if they’d known, they would have given instructions for full transfers. This w... (6 pages)View decision -
Decision Reference DRN-4396746
9 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4396746 The complaint Mrs H complains that National Westminster Bank Plc (“NatWest”) won’t refund money she lost when she fell victim to an investment scam. What happened The detailed background to this complaint is well-known to both parties and has also been previously set out by the... (3 pages)View decision -
Decision Reference DRN-4704779
9 Apr 2024 MBNA Limited UpheldBanking and PaymentsDRN-4704779 The complaint Mrs G complains MBNA Limited unfairly defaulted her account. What happened Mrs G held a credit card with MBNA and thought it had been paid off as part of a debt reconsolidation. Mrs G then saw a direct debit leaving her account, to pay MBNA. Mrs G spoke to MBNA, b... (4 pages)View decision -
Decision Reference DRN-4457469
9 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4457469 The complaint Mrs H complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. What happened The details of this complaint are well-known to both parties and have also been previously set out by the investigator. So, I’ll provide an overv... (3 pages)View decision -
Decision Reference DRN-4618671
9 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4618671 The complaint Mr L complains about the way Advantage Insurance Company Limited has handled a claim he made on his home insurance policy for damage caused by Subsidence. What happened Mr L made a claim on his home insurance policy for damage caused by subsidence after noticing d... (3 pages)View decision -
Decision Reference DRN-4718039
9 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4718039 The complaint Miss A is complaining about Clydesdale Bank Plc trading as Virgin Money because she says it lent irresponsibly by providing her with a credit card she couldn’t afford. What happened In April 2023, Miss A took out a credit card with Virgin Money with an initial lim... (3 pages)View decision -
Decision Reference DRN-4710537
9 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4710537 The complaint Mr A complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse him after he fell victim to a scam. What happened Mr A says that he saw an advert for a phone on a marketplace platform I’ll refer to as S in this decision. The advert said the phone was brand n... (3 pages)View decision -
Decision Reference DRN-4715703
9 Apr 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4715703 The complaint Mr C and Miss T are unhappy with the way Inter Partner Assistance SA (IPA) handled a claim made on their travel insurance policy. All reference to IPA includes its medical assistance team. What happened The details of this complaint are well known to both parties,... (3 pages)View decision -
Decision Reference DRN-4332617
9 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4332617 The complaint Mrs C has complained that esure Insurance Limited declined a claim she made on her home insurance policy for damage caused by subsidence. Reference to Mrs C and esure includes their respective agents and representatives. What happened The circumstances of this com... (4 pages)View decision
