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-4533948
20 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4533948 The complaint Mr P complains about delays and poor service when trying to move his ISA to Lloyds Bank PLC. What happened Mr P had an existing ISA with a business I’ll refer to as N and in June 2023 applied to transfer it to Lloyds. Mr P’s explained that numerous ISA transfer re... (2 pages)View decision -
Decision Reference DRN-4602799
20 Feb 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4602799 The complaint Mrs G complains about the way AXA PPP Healthcare Limited has handled a claim she made on a group private medical insurance policy. What happened Mrs G is insured under a group private medical insurance policy. In March 2023, Mrs G called AXA to make a claim for in... (3 pages)View decision -
Decision Reference DRN-4623067
20 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4623067 The complaint Mr R complains about the way esure Insurance Limited handled a claim he made on his car insurance policy. What happened In 2023, Mr R’s car was stolen, he made a claim for it under the policy. esure accepted the claim and said it would pay Mr R the market value of... (2 pages)View decision -
Decision Reference DRN-4632575
20 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4632575 The complaint Mr and Mrs H complain that AWP P&C SA declined their claim against their travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In su... (4 pages)View decision -
Decision Reference DRN-4632618
20 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4632618 The complaint Mrs M has complained that Santander UK Plc won’t refund a transaction she says she didn’t make or otherwise authorise. What happened In mid-2023, a £2,000 bank transfer was made from Mrs M’s Santander account. Mrs M says this wasn’t her. She’s explained she hadn’t... (3 pages)View decision -
Decision Reference DRN-4632422
20 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4632422 The complaint Mrs G complains that Barclays Bank UK PLC (Barclays) closed her UK account. What happened Mrs G lives in Australia but has worked in the UK and overseas. She has banked with Barclays for over 40 years. Barclays wrote to her on 10 May 2023, 3 June 2023 and 8 August... (4 pages)View decision -
Decision Reference DRN-4599732
20 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4599732 The complaint Mr and Mrs N have complained about the way Admiral Insurance (Gibraltar) Limited administered their motor insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstanc... (2 pages)View decision -
Decision Reference DRN-4297965
20 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4297965 The complaint Mr R complains about how AXA Insurance UK Plc (“AXA”) dealt with a claim he made on his home insurance policy following an escape of water at his home. AXA Insurance UK Plc is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the ... (4 pages)View decision -
Decision Reference DRN-4551652
20 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4551652 The complaint Mr B is unhappy with the way he was treated in one of Bank of Scotland plc’s (trading as Halifax) branches when he was carrying out activities relating to the administration of his late-father’s estate. What happened The circumstances that led to this complaint ar... (2 pages)View decision -
Decision Reference DRN-4389087
20 Feb 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4389087 The complaint Mr E, who is represented by a professional representative (“PR”) complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (“Novuna”) rejected his claim under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. The product wa... (5 pages)View decision
