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 370149 results
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Decision Reference DRN-5302413
5 Mar 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5302413 The complaint S, a charity, complains ARAG Legal Expenses Insurance Company Limited turned down a claim it made on its commercial legal expenses insurance policy. What happened S is a charity which offers sports coaching. Following historic allegations made against two of its c... (3 pages)View decision -
Decision Reference DRN-5319249
5 Mar 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5319249 The complaint Mr F complains that HSBC UK Bank Plc mis-sold a mortgage to him. He says it told him he’d have to be party to a joint mortgage, even though he contributed a significant portion of the property purchase price. Mr F says HSBC didn’t do sufficient checks on the jo... (2 pages)View decision -
Decision Reference DRN-5204736
5 Mar 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5204736 The complaint Mr R complains that Barclays Bank Plc closed his accounts without providing a proper explanation. Mr R is also unhappy with the amount of time Barclays took to transfer his accounts. He says this caused him unnecessary stress and worry for which he should be co... (5 pages)View decision -
Decision Reference DRN-5329666
5 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5329666 The complaint Mrs N’s complaint is about the handling of a claim under the legal expenses insurance section of her home insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of th... (4 pages)View decision -
Decision Reference DRN-5332905
5 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5332905 The complaint Mrs C is unhappy U K Insurance Limited trading as Direct Line (“UKI”) has declined a claim made on her pet insurance policy. Any reference to UKI includes the actions of its agents. What happened The circumstances of this complaint are well known between the pa... (2 pages)View decision -
Decision Reference DRN-5351040
5 Mar 2025 Vitality Health Limited Not upheldInsuranceDRN-5351040 The complaint Mr C has complained about the handling of a medical insurance claim by Vitality Health Limited. Mr C is represented by Mrs C, but in the main I have referred just to Mr C for ease of reading. What happened The background to this complaint is well known to the p... (2 pages)View decision -
Decision Reference DRN-5287329
5 Mar 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5287329 The complaint Mr S complains that AXA PPP Healthcare Limited declined to pay for further treatment under a private health insurance policy as it said his condition was now chronic. What happened Mr S has held private health insurance cover through a group plan since 1 Augus... (3 pages)View decision -
Decision Reference DRN-5290967
5 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5290967 The complaint Ms M has complained that PayPal UK Ltd (“Xoom”) blocked a payment she attempted to make, as it required her to provide photo ID. Ms M is unhappy with how Xoom handled the request that she provide photo ID. What happened Ms M attempted to send £300 in USD using ... (3 pages)View decision -
Decision Reference DRN-5322000
5 Mar 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5322000 The complaint This complaint is about two mortgages Mr M and Miss Y hold with National Westminster Bank Plc (NatWest). The essence of the complaint is that based on information given in 2019, that Mr M and Miss Y say was incorrect, Mr M and Miss selected a two-year fixed int... (5 pages)View decision -
Decision Reference DRN-5350649
5 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5350649 The complaint Mr M’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) should not have accepted his self-invested personal pension (SIPP) application from an unregulated, overseas company which resulted in him transferring from a define... (42 pages)View decision
