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
-
Decision Reference DRN-4552662
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4552662 The complaint Mrs S complains Lloyds Bank PLC treated her unfairly during an interaction at a branch and when it decided to close her account. What happened Mrs S visited a Lloyds branch where she says she was spoken to aggressively by the manager, after asking was anyone servi... (2 pages)View decision -
Decision Reference DRN-4446450
13 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4446450 The complaint Mr R complains that Revolut Ltd did not refund a series of transactions he lost to a scam. What happened Mr R searched online for someone who could help him invest in cryptocurrency. He found a company I’ll call X and made an initial deposit from his Revolut accou... (3 pages)View decision -
Decision Reference DRN-4556130
13 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4556130 The complaint Miss J complains about the way Advantage Insurance Company Limited handled a claim against her motor insurance policy. Miss J is assisted in this matter by Ms J. References are to Miss J throughout this decision as the representations have been made on her behalf.... (3 pages)View decision -
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
