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 380824 results
-
Decision Reference DRN-5714776
25 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5714776 The complaint Mr H complains that AXA Insurance UK Plc (AXA) has declined a claim made under his home insurance policy. Where I’ve referred to AXA, this also includes any agents acting on their behalf. What happened Mr H had home insurance with AXA. When taking out the pol... (5 pages)View decision -
Decision Reference DRN-5592602
25 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5592602 The complaint Ms E and Ms F complain about the way Accredited Insurance (Europe) Ltd handled a subsidence claim under a buildings insurance policy. What happened The details of this complaint are well known to the parties, so I won’t repeat them again here. Instead, I will f... (2 pages)View decision -
Decision Reference DRN-5609887
25 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5609887 The complaint Mr O complains Barclays Bank UK PLC delayed a payment causing significant distress. What happened Mr O needed to pay his ex-partner child support but couldn’t, because Barclay had an IT outage. Mr O says he was due to pay on 31 January 2025, but couldn’t beca... (3 pages)View decision -
Decision Reference DRN-5698421
24 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5698421 The complaint Mrs I complains that HSBC UK Bank Plc (HSBC) sent correspondence intended for her to an incorrect address. She is also unhappy about the service she was provided when she reported the issue. What happened In early January 2025, Mrs I applied for an account onli... (3 pages)View decision -
Decision Reference DRN-5714562
24 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5714562 The complaint Mr R has complained about the service he has received from The Royal London Mutual Insurance Society Limited in relation to his pension plan. He says that because of the way in which the business has handled his enquiries, he has not been able to realise his be... (9 pages)View decision -
Decision Reference DRN-5396514
24 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5396514 The complaint Mr S complains about not getting a refund from Monzo Bank Ltd after he lost money to an investment scam. Also, about their service as he undertook the transaction with Monzo but they shifted responsibility to another bank. What happened Mr S explains that he h... (5 pages)View decision -
Decision Reference DRN-5714414
24 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5714414 The complaint Mr C complains about delays and a lack of communication from Liverpool Victoria Insurance Company Limited (‘LV’) in dealing with a claim made on his home insurance policy. References to LV include its agents. What happened The events of this claim will be wel... (6 pages)View decision -
Decision Reference DRN-5571209
24 Jul 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5571209 The complaint Miss R complained that Watford Insurance Company Europe Ltd wouldn’t change her car on her motor insurance policy. What happened A few months after she took out a policy with Watford, Miss R changed her car and asked Watford to transfer her car insurance under... (3 pages)View decision -
Decision Reference DRN-5588842
24 Jul 2025 Skrill Limited UpheldBanking and PaymentsDRN-5588842 The complaint Mrs H complains that Skrill Limited failed to pay cashback on her purchases made through it in November 2024. What happened Mrs H had been using Skrill’s service for spending. She said that in October 2024, she received an email offering 1% cash back on all pur... (2 pages)View decision -
Decision Reference DRN-5504881
24 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5504881 The complaint W, a company in liquidation, complains that Bank of Scotland plc (BoS) delayed in closing down W’s accounts and transferring the monies out. The complaint is made by Mr and Mrs N, as former directors of W, with the consent of the liquidator. What happened In 20... (2 pages)View decision
