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 360264 results
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Decision Reference DRN-5014733
19 Nov 2024 Capital Professional Limited Not upheldPensions and AnnuitiesDRN-5014733 The complaint X’s complaint about Capital Professional Limited trading as Ascot Lloyd (‘AL’) was jointly submitted alongside her husband’s. Both complaints are about their respective pensions and Individual Savings Accounts (‘ISAs’). They share the same complaint basis and a... (6 pages)View decision -
Decision Reference DRN-5064862
19 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5064862 The complaint Miss C has complained that AXA Insurance UK Plc (AXA) unfairly declined a claim under a home insurance policy. What happened Miss C found water damage to a ceiling in her home. A home emergency company visited and replaced the bath waste trap and a waste pipe.... (3 pages)View decision -
Decision Reference DRN-5132067
19 Nov 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5132067 The complaint Mr C is unhappy with the service he received from Metro Bank PLC surrounding his attempts to open a savings account with them. What happened Mr C visited a Metro branch on five different occasions to open a savings account. But on each occasion Metro wouldn’t a... (3 pages)View decision -
Decision Reference DRN-4699255
19 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4699255 The complaint Mr and Mrs S complain that Barclays Bank UK PLC won’t reimburse them after they lost money to an investment – that they now consider to have been a scam. What happened Mr and Mrs S have explained that they were introduced to an investment opportunity, provided ... (6 pages)View decision -
Decision Reference DRN-5152869
19 Nov 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5152869 The complaint Mr C complains that The Royal Bank of Scotland Plc (RBS) didn’t send him regular statements on two of his bank accounts. What happened Mr C says he didn’t receive bank statements from RBS in May and June 2024. When he complained RBS sent out duplicate statement... (2 pages)View decision -
Decision Reference DRN-4959738
19 Nov 2024 London Community Credit Union Limited UpheldBanking and PaymentsPage 1 of 2 The complaint Mx W complains about a number of problems with their London Community Credit Union Limited account. Xe say that there were problems with telephone banking, address issues, complaints ignored which caused unnecessary branch visits. What happened Mx W says Xe have h... (2 pages)View decision -
Decision Reference DRN-5067332
19 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5067332 The complaint Mrs N and Mr N complain Marshmallow Insurance Limited (Marshmallow) gave a poor level of service when it cancelled Mr N’s motor insurance policy it and the date of, and reason for cancellation were incorrectly recorded.. References to Mr N or Mrs N, will inclu... (4 pages)View decision -
Decision Reference DRN-5109389
19 Nov 2024 Marshmallow Insurance Limited Not upheldInsuranceDRN-5109389 The complaint Mr S has complained that Marshmallow Insurance Limited incorrectly told him he would receive a premium refund if he cancelled his car insurance policy, even though he had made a claim. What happened Mr S bought a car insurance policy with Marshmallow. He made a... (2 pages)View decision -
Decision Reference DRN-4818969
19 Nov 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4818969 The complaint Mrs V complains Assetz SME Capital Limited (“Assetz”) has treated her unfairly in the way it has used its terms and conditions to introduce a fee on her peer-to-peer (P2P) lending account. She says she is being forced to accept the changes without being given t... (8 pages)View decision -
Decision Reference DRN-4750155
19 Nov 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4750155 The complaint Mrs G complains that LV have declined her claim for damage due to an escape of water, which includes replacement of a tanking system. What happened Mrs G held a buildings insurance policy with LV. In 2019 Mrs G’s cottage suffered an ingress of water following... (6 pages)View decision
