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 352408 results
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Decision Reference DRN-4645272
13 Mar 2024 AXA France IARD Not upheldInsuranceDRN-4645272 The complaint Miss S is unhappy that AXA France IARD declined a claim she made on her personal accident policy. What happened Miss S has a personal accident policy. She claimed on the policy for a fracture. The claim was declined as AXA said she hadn’t provided sufficient evide... (2 pages)View decision -
Decision Reference DRN-4572931
13 Mar 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4572931 The complaint Mr and Mrs J complain about how AXA PPP Healthcare Limited (‘AXA PPP’) handled a travel insurance claim relating to a medical emergency abroad. All references to AXA PPP include the agents appointed to administer claims on its behalf. What happened Mr and Mrs J an... (4 pages)View decision -
Decision Reference DRN-4680209
13 Mar 2024 Lendable Ltd UpheldConsumer CreditDRN-4680209 The complaint Mrs O says Lendable Ltd irresponsibly lent to her. What happened Mrs O took out a loan for £20,000 over 60 months on 26 February 2021. The monthly repayments were £542.99 and the total repayable (including a £990 loan fee) was £32,465.92. Mrs O says the repayments... (3 pages)View decision -
Decision Reference DRN-4648972
13 Mar 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4648972 The complaint Mr W complains that the value of the Free Standing Additional Voluntary Contribution plan (FSAVC) he held with Phoenix Life Limited (Phoenix) fell by around £7,000 just before he claimed his benefits. He also complains that Phoenix gave him conflicting information... (9 pages)View decision -
Decision Reference DRN-4680433
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4680433 The complaint Mr S complains that Lloyds Bank PLC closed his account without providing an explanation. He wants Lloyds to pay him compensation for the trouble and upset he suffered as a result of Lloyds closing his account. What happened The detailed background of this complain... (4 pages)View decision -
Decision Reference DRN-4680545
13 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4680545 The complaint Mr S complains about the service he’s received from AXA Insurance UK Plc (AXA) when he made a claim under his let property insurance policy. What happened Mr S owns a building which has two flats in it. He has an insurance policy underwritten by AXA to cover the b... (3 pages)View decision -
Decision Reference DRN-4669215
13 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4669215 The complaint Mrs M and Mr S have complained that UK Insurance Limited (UKI) declined a claim they made on a travel insurance policy linked to Mr S’s bank account. As it is Mr S leading on the complaint, I will mostly just be referring to Mr S in this decision. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4680408
13 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4680408 The complaint Mr S complains that AXA Insurance UK Plc (AXA) has declined a claim made under his let property insurance policy. What happened Mr S owns a building which has two flats in it. He has an insurance policy underwritten by AXA to cover the building. In May 2023 Mr S m... (6 pages)View decision -
Decision Reference DRN-4601123
13 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4601123 The complaint Mr I complains that Barclays Bank UK PLC has delayed in helping him obtain a refund for a payment he made using his credit card. What happened In February 2023, Mr I booked a flight and hotel package from a travel agent (who I’ll refer to as “Z”). He paid three in... (2 pages)View decision -
Decision Reference DRN-4637655
13 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4637655 The complaint Mr M complains that Barclays Bank UK PLC rejected his claim for a refund of payments he had made under the direct debit guarantee. What happened In July 2023 Mr M contacted Barclays to raise a claim for a refund in respect of direct debits paid to a company, F, fr... (2 pages)View decision
