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 361839 results
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Decision Reference DRN-5241060
22 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5241060 The complaint Mr P, on behalf of Mrs P, complains that Lloyds Bank General Insurance Limited has declined a claim for storm damage to Mrs P’s home. Mrs P is the policyholder. Mr P is representing Mrs P and holds power of attorney over her. What happened This dispute is wel... (3 pages)View decision -
Decision Reference DRN-3818719
22 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3818719 The complaint Mr S has complained about the actions of The Royal London Mutual Insurance Society Limited (“Royal London”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asse... (10 pages)View decision -
Decision Reference DRN-4759470
22 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4759470 The complaint Mrs Y has complained that Barclays Bank UK PLC misinformed her about chargeback timescales relating to a payment made on her debit card. What happened Mrs Y made a payment to a holiday company on 15 March 2023, using her Barclays debit card. She then called Bar... (2 pages)View decision -
Decision Reference DRN-5187156
22 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5187156 The complaint Dr A and Mr M complain about how AXA Insurance UK Plc (AXA).dealt with a claim under their motor insurance policy following an accident. They are unhappy at liability for the claim, the impact on their No Claims Discount (NCD) and how the claim was handled. Re... (4 pages)View decision -
Decision Reference DRN-5157712
22 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5157712 The complaint Mr P has complained that J. P. Morgan Europe Limited (trading as “Chase”) failed to protect him from falling victim to an investment scam and hasn’t refunded all of the money he lost. What happened The background of this complaint is already known to both part... (7 pages)View decision -
Decision Reference DRN-5149944
22 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5149944 The complaint Mr F has complained Barclays Bank UK PLC won’t refund two card transactions he says he didn’t authorise. What happened In August 2023 Mr F and his family were abroad on holiday. At the airport they were picking up a car which Mr F believed his son had booked an... (3 pages)View decision -
Decision Reference DRN-5232151
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5232151 The complaint Mr M complains that Lloyds Bank PLC closed his account and won’t tell him why. What happened Mr M held a current account with Lloyds. In November 2023 it wrote to him to say that it would be closing his account after 65 days. The bank’s letter explained that Mr... (2 pages)View decision -
Decision Reference DRN-5190411
22 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5190411 The complaint Miss Z has complained Clydesdale Bank plc, trading as Virgin Money, won’t refund her for two transactions made on 1 October 2023. What happened Miss Z suffers from generalised anxiety disorder. Because of her condition, she keeps information on her mobile phone... (3 pages)View decision -
Decision Reference DRN-5216174
22 Jan 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5216174 The complaint Mr A complains about contact he’s received from Sainsbury’s Bank Plc in relation to a loan that was closed part of a Debt Relief Order (DRO). What happened Mr A’s explained that during the pandemic he experienced financial difficulties and ultimately entered i... (3 pages)View decision -
Decision Reference DRN-5219515
22 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5219515 The complaint Mr and Mrs F are unhappy that Admiral Insurance (Gibraltar) Limited proportionately settled their claim and with the service they received. What happened Mr and Mrs F cancelled a holiday and claimed on their insurance policy. Admiral proportionately settled the... (3 pages)View decision
