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 356013 results
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Decision Reference DRN-4946667
5 Sep 2024 AXA XL Insurance Company UK Limited Not upheldInsuranceDRN-4946667 The complaint Mr S complains that AXA XL Insurance Company UK Limited rejected a claim on his jewellery insurance policy. What happened Mr S bought a valuable watch and took out insurance with cover for loss or damage. He was travelling on a train and had with him a bag cont... (2 pages)View decision -
Decision Reference DRN-4782837
5 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4782837 The complaint Mr D has complained National Westminster Bank plc won’t refund him £200 for cash he didn’t receive from a cash machine. What happened In July 2023 Mr D says he went to a supermarket cash machine to withdraw £50. He felt threatened by a large person who came alo... (2 pages)View decision -
Decision Reference DRN-4704935
5 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4704935 The complaint Mr and Mrs S have complained about the way Barclays Bank UK PLC dealt with their mortgage application. They say the bank caused unnecessary delays by asking them to provide a report on cladding on the property (known as a EWS1) which wasn’t actually required. ... (4 pages)View decision -
Decision Reference DRN-4944599
5 Sep 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4944599 The complaint Miss N’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy. Miss N says C&G treated her unfairly. What happened Miss N made a claim on her C&G pet insurance policy for treat... (4 pages)View decision -
Decision Reference DRN-5004635
5 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5004635 The complaint Mrs D has complained about Hitachi Capital (UK) Plc, now trading as Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair rela... (10 pages)View decision -
Decision Reference DRN-5004464
5 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5004464 The complaint Mr R complains that Nationwide Building Society (“Nationwide”) rejected his Direct Debit (DD) indemnity claim and won’t refund him for two transactions that debited his account in June and July 2017. What happened Mr R holds a bank account with Nationwide. A D... (3 pages)View decision -
Decision Reference DRN-5004567
5 Sep 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5004567 The complaint Mr M complained that his motor policy unfairly auto-renewed with a new insurer, Atlanta Insurance Intermediaries Limited U K Insurance Limited (“Atlanta”), when his current insurer was no longer able to provide him with cover. What happened As Mr M’s current in... (3 pages)View decision -
Decision Reference DRN-4912427
5 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4912427 The complaint Mr I has complained Revolut Ltd allowed a fraudulent transaction to be taken from his account which left him having to sort out the consequences of fraud. What happened In April 2023 Mr I noticed a large dollar transaction made on his Revolut account. As he’d n... (2 pages)View decision -
Decision Reference DRN-4496362
5 Sep 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4496362 The complaint Mr C complains about the way Acromas Insurance Company Limited handled a claim under a Parts and Garage Cover (PGC) insurance policy. Reference to Acromas include its agents. What happened Mr C held a PGC policy which was underwritten by Acromas. The Investigat... (4 pages)View decision -
Decision Reference DRN-4685065
5 Sep 2024 Erudio Student Loans Limited Not upheldConsumer CreditDRN-4685065 The complaint Miss R complains that Erudio Student Loans Limited lost her deferment paperwork and won’t acknowledge that two of the loans she took out are statute barred. What happened Miss R had outstanding student loans which Erudio bought from the original lender. Erudio ... (3 pages)View decision
