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-4569516
19 Jan 2024 Ageas Insurance Limited UpheldInsuranceDRN-4569516 The complaint Mr M complains about how Ageas Insurance Limited settled a claim he made on his motor insurance policy. What happened Mr M held a motor insurance policy with Ageas. When his vehicle was involved in an accident, he made a claim to Ageas for the damage. Ageas accept... (2 pages)View decision -
Decision Reference DRN-4215039
19 Jan 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4215039 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, around May 2022 Mr B... (3 pages)View decision -
Decision Reference DRN-4569582
19 Jan 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4569582 The complaint Mr A complains that MBNA Limited was irresponsible in its lending to him. What happened Mr A says that MBNA provided him with a credit card without being asked to provide proof of his income or expenditure. He says that his credit limit was then increased and agai... (3 pages)View decision -
Decision Reference DRN-4533574
19 Jan 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4533574 The complaint Mr and Mrs S have complained that Astrenska Insurance Limited mis-handled a claim they made on a travel insurance policy, resulting in delay and poor service. Astrenska are the underwriters of the policy. Part of this complaint concerns the actions of Astrenska’s ... (2 pages)View decision -
Decision Reference DRN-4323488
19 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4323488 The complaint Mr M is unhappy with Lloyds Bank PLC’s (“Lloyds”) handling of a claim he made for compensation in respect of a transaction he made using his Lloyds credit card. What happened In May 2022 Mr M paid for return flight tickets for him and his family with an airline I’... (3 pages)View decision -
Decision Reference DRN-4566251
19 Jan 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4566251 The complaint Mrs K complains about Aviva Insurance Limited’s (Aviva) handling of her boiler health check, under her home emergency policy. What happened Mrs K took out a policy with Aviva that covered her boiler and heating system. Prior to the boiler fully coming on to cover,... (5 pages)View decision -
Decision Reference DRN-4128054
19 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4128054 The complaint Mr and Mrs P complain that HSBC UK Bank Plc have unfairly refused to refund over £80,000 they lost as part of an investment scam. Mr and Mrs P have a representative, but for the sake of readability, I will just refer to Mr and Mrs P. What happened The details of t... (3 pages)View decision -
Decision Reference DRN-4557849
19 Jan 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4557849 Complaint Miss D has effectively complained that J D Williams & Company Limited (trading as “Simply Be”) irresponsibly provided her with a catalogue shopping account and limit increases despite the fact that they were unaffordable. Background Miss D was provided with a cata... (3 pages)View decision -
Decision Reference DRN-4263807
19 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4263807 The complaint Mr N complains Santander UK Plc (“Santander”) blocked and closed his accounts after initiating a review. Mr N adds the blocks led to payments not being made to his credit card account, adversely affecting his credit file. What happened In early November 2022, Sant... (8 pages)View decision -
Decision Reference DRN-4488403
19 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4488403 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2022, Mr A was looking to arrange a visa to allow him to remain in the country after he finished his academic degree. A friend of his introduc... (5 pages)View decision
