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-5364091
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5364091 The complaint Miss B is unhappy with Barclays Bank UK PLC. Miss B paid in a cheque to her account for £125,000.00 Unfortunately, Barclays credited her account with only £125.00. Miss B would like Barclays to pay the full amount of the cheque into her account. Miss B has inv... (4 pages)View decision -
Decision Reference DRN-5296170
28 Feb 2025 Pinnacle Insurance Plc Not upheldInsuranceDRN-5296170 The complaint Ms V made a claim on her Pinnacle Insurance Plc (‘Pinnacle’) pet insurance policy, which Pinnacle declined. Ms V says Pinnacle treated her unfairly. What happened Ms V took out a pet insurance policy with Pinnacle in March 2023. In December 2023 Ms V made a cla... (3 pages)View decision -
Decision Reference DRN-5245823
28 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5245823 The complaint I, a limited company, complains that National Westminster Bank Plc (NatWest) didn’t pay a refund after it reported falling victim to a scam. This complaint has been made by Mr W, who is a director of I. For simplicity’s sake, I’ve generally referred to Mr W in ... (2 pages)View decision -
Decision Reference DRN-5245782
28 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5245782 Complaint Mr W is unhappy that National Westminster Bank Plc (NatWest) didn’t reimburse him after he told it he’d fallen victim to a scam. Background The background to this case is well known to the parties, so I’ll only summarise the key facts here. In June 2023, Mr W fell ... (2 pages)View decision -
Decision Reference DRN-5331250
28 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5331250 The complaint Mx P has complained that AXA PPP Healthcare Limited declined to pay for prescription costs under a private medical insurance policy. What happened AXA agreed to cover Mx P’s consultation with a menopause specialist that took place in July 2024. The consultant ... (3 pages)View decision -
Decision Reference DRN-5290561
28 Feb 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5290561 The complaint Mrs S is unhappy that Accredited Insurance (Europe) Ltd (Accredited) avoided her home insurance policy. What happened In 2021 Mrs S purchased a home insurance policy with an insurer I’ll refer to as Q. This was arranged through an agent of Q’s, who I’ll refer ... (4 pages)View decision -
Decision Reference DRN-5094819
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5094819 The complaint Mrs K’s complaint is about Revolut Ltd’s refusal to reimburse her money she says she lost due to a scam. Mrs K is represented by Wealth Recovery Solicitors in this matter. However, where appropriate, I will refer to Mrs K solely in this decision for ease of re... (4 pages)View decision -
Decision Reference DRN-5352507
28 Feb 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5352507 The complaint Mr and Mrs S complain that they received incorrect advice and poor service from Capital Professional Limited trading as Ascot Lloyd Limited (Ascot Lloyd). What happened I issued a provisional decision on this complaint on 29 January 2025. The background and ci... (8 pages)View decision -
Decision Reference DRN-5302475
28 Feb 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5302475 The complaint Mr W is unhappy Casualty & General Insurance Company (Europe) Ltd turned down claims he made on his pet insurance policy. What happened In August 2024 Mr W’s dog (C) received emergency treatment following head swelling and severe discomfort. Mr W claimed on... (3 pages)View decision -
Decision Reference DRN-5292710
28 Feb 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5292710 The complaint M, a limited company, complains about what AmTrust Specialty Limited did after it made a claim on its commercial legal protection policy. M is represented by its director Mr D. All references to Amtrust include its agents and claims handlers. What happened In A... (3 pages)View decision
