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 354447 results
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Decision Reference DRN-5165185
17 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5165185 The complaint Mr W complains that Bank of Scotland plc trading as Halifax blocked his card multiple times when he was on holiday. What happened In August 2024 Mr W went abroad on a family holiday. On four separate occasions he was unable to use his credit card because it had... (2 pages)View decision -
Decision Reference DRN-5163819
17 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5163819 The complaint Mr P complains that Bank of Scotland plc trading as Halifax made changes to the terms of his agreement relating to cashback. What happened Mr P holds a credit card with Halifax. The account was opened in 2001. On 8 July 2024 Halifax wrote to Mr P and advised hi... (2 pages)View decision -
Decision Reference DRN-5117093
17 Dec 2024 AWP P&C S.A. Not upheldInsuranceDRN-5117093 The complaint Mr B complains that AWP P&C S.A unfairly declined his travel insurance claim and provided poor customer service. All references to AWP P&C S.A include the agents they have appointed to handle claims on their behalf. What happened In April 2024, Mr B was... (4 pages)View decision -
Decision Reference DRN-5051834
17 Dec 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5051834 The complaint Mrs H complains that The Co-operative Bank Plc blocked and then closed her account with it, without telling her why and without keeping her informed about what was happening. She says too that the bank did not release funds from the account when it said it woul... (2 pages)View decision -
Decision Reference DRN-4858699
17 Dec 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4858699 The complaint Mr H complains about the handling of his With-profit Bonds invested with The Prudential Assurance Company Limited (Prudential). His complaint relates to administrative errors made and his previous complaints not being fully addressed. What happened Mr H has ra... (3 pages)View decision -
Decision Reference DRN-5213940
17 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5213940 The complaint Mr G complains that Marshmallow Insurance Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in about 2008. Mr G acquired the car. For the year f... (5 pages)View decision -
Decision Reference DRN-5167674
17 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5167674 The complaint Miss K has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened Miss K’s card and PIN were used for two £250 cash withdrawals at an ATM. Miss K says she didn’t authorise this. She says her card... (3 pages)View decision -
Decision Reference DRN-5205610
17 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5205610 The complaint Mr M’s complained that Legal and General Assurance Society Limited (“L&G”) cancelled his and his late wife’s joint life insurance policy from the outset and refused to pay the claim he made following his wife’s death. What happened Mr and Mrs M bought a joi... (4 pages)View decision -
Decision Reference DRN-5165719
17 Dec 2024 The Original Holloway Friendly Society Limited Not upheldInsuranceDRN-5165719 The complaint Mr F is unhappy that The Original Holloway Friendly Society Limited trading as Holloway Friendly (HFS) declined his income protection claim and voided the policy. What happened In June 2020, Mr F took out an income protection policy through a broker. The policy... (3 pages)View decision -
Decision Reference DRN-5218799
17 Dec 2024 Highway Insurance Company Limited UpheldInsuranceDRN-5218799 The complaint Mr T complains that Highway Insurance Company Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hatchback car, first registered in about 2017. Mr T acquired the car in ab... (3 pages)View decision
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