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-4953098
18 Nov 2024 Allianz Insurance Plc UpheldInsuranceDRN-4953098 The complaint Mr and Mrs B complain about the way Allianz Insurance Plc handled a claim for subsidence under a buildings insurance policy. What happened The background to this longstanding claim and subsequent complaint is well-known to all parties, so I won’t repeat it agai... (3 pages)View decision -
Decision Reference DRN-5113808
18 Nov 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5113808 The complaint Mrs S complains that Clydesdale Bank plc, trading as Virgin Money, won’t pay her the compensation that she’s claimed relating to some holiday accommodation. What happened Mrs S booked some accommodation through a booking company for a holiday to be taken in Jul... (3 pages)View decision -
Decision Reference DRN-5039104
18 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5039104 The complaint Mr B complains about the support that he received from Barclays Bank UK PLC, trading as Barclaycard, when he used his credit card to withdraw four sums of cash, totalling £1,550, in four days which he transferred to his bank account so that he could gamble. Wha... (3 pages)View decision -
Decision Reference DRN-4976703
18 Nov 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4976703 The complaint Mr and Mrs J have complained that The Royal Bank of Scotland Plc (“RBS”) led them to believe that they couldn't downgrade their packaged account to a fee-free account, unless they reduced their overdraft. As they were heavily dependent on using their over... (3 pages)View decision -
Decision Reference DRN-4521618
18 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4521618 The complaint Mr S complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in an investment. What happened What Mr S says: Mr S says he was led into an investment with a company dealing in renewables by an ‘investment advisor’. I will call the firm ‘company A’. He... (3 pages)View decision -
Decision Reference DRN-5094829
18 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5094829 The complaint Mr E has complained about the courtesy car he was given under his motor policy by U K Insurance Limited (UKI) when his own car was being repaired following an accident. He also complained about the length of time the repairs to his car took. What happened Mr E... (4 pages)View decision -
Decision Reference DRN-4824220
18 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4824220 The complaint Mr W is complaining AXA Insurance UK Plc avoided his commercial property insurance policy and, in turn, declined a claim he’s made for fire damage. Mr W has been represented in the handling of this complaint, but for ease of reference I shall refer to anything ... (3 pages)View decision -
Decision Reference DRN-5152223
18 Nov 2024 Western Union International Bank GmbH UpheldBanking and PaymentsDRN-5152223 The complaint Ms C says she was remitting money overseas and was asked by the receiving agent to provide video and personal identification. She was uncomfortable with this request and cancelled the transaction. She complains that when she raised her concerns about the agent ... (3 pages)View decision -
Decision Reference DRN-5131564
18 Nov 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5131564 The complaint Miss B has complained, through her representatives, that Scottish Equitable Plc trading as Aegon undertook insufficient due diligence when transferring her personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in October 2014. Miss B’s QRO... (6 pages)View decision -
Decision Reference DRN-5145964
18 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5145964 The complaint Mr S complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost when he says he fell victim to a scam. What happened Mr S says he was introduced to a property development opportunity with a company I’ll call H in this decision by someone he had m... (3 pages)View decision
