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 353101 results
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Decision Reference DRN-4648417
14 Mar 2024 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-4648417 The complaint Mr D has complained that AXA Insurance Designated Activity Company wrongly treated his claim under his motor policy for malicious damage to his windscreen as a vehicle damage claim and recorded this on the Claims and Underwriting Exchange (CUE). Mr D believes this... (3 pages)View decision -
Decision Reference DRN-4364349
14 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4364349 The complaint Mrs C complains some of her money went missing when she went make a cash deposit in branch to her Santander UK PLC (“Santander”) account. What happened Mrs C says she went into her branch to deposit £2020 in cash, however, the cashier informed her that the cash am... (2 pages)View decision -
Decision Reference DRN-4358161
14 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4358161 The complaint Mr N complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of an investment scam. Mr N has a representative but for ease of reading I will mainly just refer to Mr N. What happened The details of this complaint are well known to bot... (3 pages)View decision -
Decision Reference DRN-4681064
14 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4681064 The complaint Mrs F complains AXA Insurance UK Plc (“AXA”) breached data protection rules by passing her details to a third party. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mrs F had a car insurance policy with... (2 pages)View decision -
Decision Reference DRN-4299723
14 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4299723 The complaint F, a limited company complains that Barclays Bank UK PLC closed its bank account without reason. F wants Barclays to provide a proper explanation and reopen the account. F also wants Barclays to apologise and pay compensation for the financial losses it suffered a... (4 pages)View decision -
Decision Reference DRN-4522867
14 Mar 2024 Nottingham Building Society Not upheldMortgagesDRN-4522867 The complaint Mr B and Ms G complain that Nottingham Building Society misrepresented that they would have the fixed interest rate on their mortgage for a full two years. What happened In September 2022 Mr B and Ms G took out a mortgage with Nottingham Building Society. They rec... (2 pages)View decision -
Decision Reference DRN-4516387
14 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4516387 The complaint Mr M complaints that J. P. Morgan Europe Limited (trading as Chase) has not refunded money he lost to a scam. What happened Mr M says that he came across an investment opportunity on social media. He submitted his details and was then called by someone claiming to... (3 pages)View decision -
Decision Reference DRN-4506298
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mr M complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr M was introduced to a cryptocurre... (3 pages)View decision -
Decision Reference DRN-4660963
14 Mar 2024 Covea Insurance plc UpheldInsuranceThe complaint Mr L and Mr L complain about the way Covea Insurance plc recorded a claim made on Mr L juniors motor insurance policy. Mr L junior is the policy holder and his father, also Mr L, was a named driver. For ease, I’ll refer to Mr L junior as Mr L(J) throughout this decision and h... (3 pages)View decision -
Decision Reference DRN-4590049
14 Mar 2024 Amtrust Europe Limited UpheldInsuranceDRN-4590049 The complaint Ms R complains about how Amtrust Europe Limited has dealt with a claim she made on a legal expenses insurance policy. All references to Amtrust are also intended to include the actions of its agents/claims handlers. What happened What follows is intended to be a s... (3 pages)View decision
