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 357465 results
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Decision Reference DRN-4828753
31 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4828753 The complaint Mr P complains that Nationwide Building Society (‘Nationwide’) unfairly blocked his account and isn’t allowing him access to any of his funds. He wants his account to be unblocked and to find out the reason for the block and the delays. He’d also like compensation... (4 pages)View decision Opens in new window -
Decision Reference DRN-4783882
31 May 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-4783882 The complaint Mr L complains that Hastings Insurance Services Limited trading as Hastings Direct mishandled his motor insurance policy. What happened The subject matter of the insurance policy was a small hatchback car that had first been registered in 2006. Mr L acquired the c... (4 pages)View decision Opens in new window -
Decision Reference DRN-4586176
31 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4586176 The complaint Mr S complains that Barclays Bank UK PLC carried out a full account switch instead of a partial switch which meant his current account with another bank was closed. What happened In early June 2023 Mr S visited a Barclays branch to open a savings account. In order... (3 pages)View decision Opens in new window -
Decision Reference DRN-4622745
31 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4622745 The complaint Mr H complains about various aspects of service provided by Lloyds Bank PLC (Lloyds). What happened Mr H has a current account and credit card from Lloyds. He’s complained about several service issues which I set out: Credit card: Mr H says he asked Lloyds to chan... (4 pages)View decision Opens in new window -
Decision Reference DRN-4437822
31 May 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4437822 The complaint Mr M complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund in full the money he lost when he fell victim to a scam. What happened Mr M was looking to purchase a mobility equipment. He came across an advert on an online marketplace. From the inf... (3 pages)View decision Opens in new window -
Decision Reference DRN-4589120
31 May 2024 Premium Credit Limited Not upheldConsumer CreditDRN-4589120 The complaint Mr G complains that a credit agreement set up by Premium Credit Limited (“Premium Credit”) was set up in his name without his knowledge or authorisation when it should have been set up for his daughter. What happened An insurance company who we will call Company A... (3 pages)View decision Opens in new window -
Decision Reference DRN-4818356
31 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4818356 The complaint Mr and Mrs G are complaining that AXA Insurance UK Plc avoided their buildings insurance policy and subsequently declined a claim they’d made. In parts, Mr and Mrs G have used a solicitor firm to pursue this complaint on their behalf. But for ease of reference, I ... (9 pages)View decision Opens in new window -
Decision Reference DRN-3963247
31 May 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3963247 The complaint Mr Q has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit A... (5 pages)View decision Opens in new window -
Decision Reference DRN-4459968
31 May 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4459968 The complaint Mr S complains about the poor customer service he’s experienced with The Prudential Assurance Company Limited (Prudential). What happened Our investigator looked into matters and set out the background to the complaint alongside their findings. I’ve included an am... (3 pages)View decision Opens in new window -
Decision Reference DRN-4677330
31 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4677330 The complaint Mr R complains Aviva Insurance Limited (“Aviva”) avoided his motor insurance policy (treated it like it never existed) and refused to pay his claim following the theft of his car. What happened Mr R had a car insurance policy with Aviva. The policy rene... (5 pages)View decision Opens in new window
