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
-
Decision Reference DRN-4584480
26 Jan 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4584480 The complaint Mr N complains about the settlement he received from Aviva Insurance Limited (Aviva) following a claim under his car insurance policy. Where I’ve referred to Aviva, this also includes any actions by agents acting on their behalf. What happened Mr N has a car insur... (3 pages)View decision -
Decision Reference DRN-4506764
26 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4506764 The complaint Mr O has complained that Barclays Bank UK PLC failed to protect him when he was experiencing poor mental health and gambled £70,000 over a two-month period. Background Mr O suffers from serious mental health issues. In September 2018 he sold a property and deposit... (3 pages)View decision -
Decision Reference DRN-4584333
26 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4584333 The complaint Ms M complains that Barclays Bank UK PLC (“Barclays”) won’t refund the money she lost after she fell victim to an investment scam. What happened I issued a provisional decision in December 2023 to explain why I thought Ms M’s complaint should be partially upheld. ... (6 pages)View decision -
Decision Reference DRN-4583128
26 Jan 2024 West One Loan Limited UpheldMortgagesDRN-4583128 The complaint Mrs S has complained that West One Loan Limited charged her a full month’s interest when she redeemed her second charge bridging loan because she missed the redemption date. She said she missed the redemption date due to errors by West One as it issued a redemptio... (7 pages)View decision -
Decision Reference DRN-4156839
26 Jan 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4156839 The complaint Mr and Mrs T have complained about the way AXA Insurance UK Plc handled a subsidence claim they made on their home insurance policy. Mr T has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to AXA includes its agents and represent... (3 pages)View decision -
Decision Reference DRN-4468431
26 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4468431 The complaint Mr M has complained that Santander UK Plc (“Santander”) has refused to refund him money he lost as the result of a scam. What happened Mr M met a person on an online dating platform in 2018. I will call this person B. Mr M was convinced to send funds to B to help ... (3 pages)View decision -
Decision Reference DRN-4578253
26 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4578253 The complaint Miss J has complained about her motor insurer Aviva Insurance Limited because it returned her car to her after completing repairs, with an engine warning light showing. What happened The electric wing mirror of Miss J’s car was knocked off. Multiple system warning... (2 pages)View decision -
Decision Reference DRN-4162573
26 Jan 2024 Quilter Financial Services Ltd UpheldInvestmentsDRN-4162573 The complaint Miss C and Miss C1 as executors of the estate of Mrs M complain that an Appointed Representative of Quilter Financial Services Ltd provided the wrong information about a bond which has caused the estate a loss. What happened Mrs M was advised by an adviser, whom I... (5 pages)View decision -
Decision Reference DRN-4542880
26 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4542880 The complaint Mr C complained because Lloyds Bank plc refused to refund him for a transaction he said he didn’t make. What happened At 2.07 am on 18 December 2022, there was a £300 cash machine withdrawal from Mr C’s Lloyds account. There were two further attempted withdrawals ... (5 pages)View decision -
Decision Reference DRN-4448904
26 Jan 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4448904 The complaint Mr P has complained about how American Express Services Europe Limited (AESEL) responded to a claim for money back in relation to a purchase he’d made on his credit card. What happened The circumstances of the complaint are well known so I’m not going to go over e... (3 pages)View decision
