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-5136222
22 Jan 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5136222 The complaint Mr B has complained that Starling Bank Limited won’t refund the money he lost after falling victim to a scam. What happened In autumn 2023, Mr B’s brother received missed calls from a number spoofed to look like the genuine number of the Financial Services Comp... (3 pages)View decision -
Decision Reference DRN-5239661
22 Jan 2025 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5239661 The complaint Mrs L complains about how AXA Insurance Designated Activity Company (AXA) dealt with a claim on her motor insurance. What happened Mrs L had motor insurance underwritten by AXA. She says that on the day she took her car for its MOT test she hit a large number o... (2 pages)View decision -
Decision Reference DRN-5278016
22 Jan 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5278016 The complaint Mr K has complained that Madison CF UK Limited, trading as 118118 Money (‘118118’), has made incorrect and unfair reports about his account with it, to the credit reference agencies. What happened Mr K had an account with 118118. However, 118118 defaulted it, d... (2 pages)View decision -
Decision Reference DRN-5188306
22 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5188306 The complaint Miss L complains about how Aviva Insurance Limited (Aviva) has handled a claim on her motor insurance policy. What happened Miss L was involved in an accident with a third-party vehicle in February 2024. When Miss L reported the accident to Aviva she said it wa... (2 pages)View decision -
Decision Reference DRN-5279742
22 Jan 2025 Phoenix Life Limited Not upheldInvestmentsDRN-5279742 The complaint Mr G complained about Phoenix Life Limited (Phoenix). He said it provided an incorrect surrender value for an endowment policy that he took out with it. He said this was used in a divorce settlement and he has since received less. He said Phoenix made a mistake... (4 pages)View decision -
Decision Reference DRN-5204385
22 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5204385 The complaint Mr and Mrs K complain that Watford Insurance Company Europe Limited (“Watford”) unfairly deducted all outstanding premiums from a settlement payment made under their motor insurance policy. References to Watford include its agents and contractors. Mrs K is the ... (4 pages)View decision -
Decision Reference DRN-4907845
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4907845 The complaint Mrs A and Mr Q complain that Lloyds Bank PLC (“Lloyds”) held them liable for a failed cash withdrawal. What happened I’ll mainly refer to Mr Q throughout this complaint for ease of reading as it was him who was involved with the claim for a refund made to Lloyd... (3 pages)View decision -
Decision Reference DRN-4771162
22 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-4771162 The complaint Mr A has complained about AXA Insurance UK Plc’s approach with regards to a claim under his home insurance policy for what he thinks is damage caused by subsidence. What happened The details of this complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5263141
22 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5263141 The complaint Mr W has complained about how HSBC UK Bank Plc has recorded an account default with the credit reference agencies (‘CRAs’). What happened Mr W had a credit card with HSBC. In March 2018, it sent him a final demand notice. This gave him 28 days to repay the bala... (2 pages)View decision -
Decision Reference DRN-5215831
22 Jan 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-5215831 The complaint Mr F has complained that St Andrew’s Insurance Plc unnecessarily delayed paying out a claim he made on his mortgage payment protection insurance (PPI) policy which resulted in him having to draw his occupational pension earlier at a reduced rate. What happened... (3 pages)View decision
