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 360264 results
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Decision Reference DRN-4656154
17 Apr 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4656154 The complaint Mr K complains that Aviva Life and Pensions UK Limited (Aviva) underpaid his quarterly annuity payment in March 2020. What happened Mr K is unhappy that the annuity payments from his variable annuity held with Aviva have been calculated incorrectly. His payments h... (8 pages)View decision -
Decision Reference DRN-4381515
17 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4381515 The complaint P, a limited company, complains about the way Lloyds Bank PLC has calculated repayments on its variable rate loan. P has been represented in this complaint by its director, Mr B. What happened In 2017 P took out a business loan for £665,000, repayable over 25 year... (3 pages)View decision -
Decision Reference DRN-4400956
17 Apr 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4400956 The complaint Mr K is unhappy that American Express Services Europe Limited (AESEL) (Amex) asked him to provide personal information about himself and blocked his account when he didn’t provide the information. He is also unhappy about the customer service he received throughou... (3 pages)View decision -
Decision Reference DRN-4699057
17 Apr 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4699057 The complaint Mr S complains that Legal and General Assurance Society Limited declined a claim he made under his joint life and critical illness policy. He also complains about poor service and delays. I acknowledge this complaint relates to a joint policy. But as the claim pri... (3 pages)View decision -
Decision Reference DRN-4315196
17 Apr 2024 HDI Global Specialty SE UpheldInsuranceDRN-4315196 The complaint Mrs B has complained about HDI Global Specialty SE’s decision to decline her claim under her Residential Property Insurance policy for subsidence to the house insured under it. What happened The details of this complaint are well known to both parties, so I won’t ... (3 pages)View decision -
Decision Reference DRN-4538788
17 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4538788 The complaint Mrs M is unhappy that American Express Services Europe Limited (AESEL) changed her statements to paperless despite her telling it she wanted paper statements. Mrs M is represented in bringing her complaint by her husband Mr M – who is also an additional card holde... (2 pages)View decision -
Decision Reference DRN-4669306
17 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4669306 The complaint Miss J is unhappy that HSBC UK Bank Plc couldn’t stop a payment she made. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my decisi... (2 pages)View decision -
Decision Reference DRN-4747539
17 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4747539 The complaint Mrs C complains about Barclays Bank UK PLC being responsible for her being mugged after she left their branch having withdrawn £4,000 cash. What happened I issued a provisional decision on 17 March 2024, and this is what I said: I’ve considered the relevant inform... (7 pages)View decision -
Decision Reference DRN-4744971
17 Apr 2024 QIC Europe Ltd Not upheldInsuranceDRN-4744971 The complaint Mr W complains that QIC Europe Ltd (“QIC”) has unfairly handled a claim made under his buildings insurance policy. Any reference to QIC or Mr W includes respective agents or representatives. What happened The background of this complaint is well known between part... (4 pages)View decision -
Decision Reference DRN-4479328
17 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4479328 The complaint Mr H complains Monzo Bank Limited won’t refund transactions on his account which he says he didn’t authorise. What happened Mr H contacted Monzo on 24 February 2023 to report issues with his account. Initially Mr H explained he had been the victim of a scam and he... (3 pages)View decision
