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 380824 results
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Decision Reference DRN-5680813
14 Jul 2025 Unum Ltd Not upheldInsuranceDRN-5680813 The complaint Mr L complains that Unum Ltd has turned down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ev... (5 pages)View decision -
Decision Reference DRN-5657594
14 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5657594 The complaint A limited company, which I will refer to as N, complains about the settlement of its commercial motor insurance claim by U K Insurance Limited (UKI). What happened Both parties are aware of the circumstances, so the following is intended only as a summary. Addi... (5 pages)View decision -
Decision Reference DRN-5508502
14 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5508502 The complaint A limited company, which I will refer to as C, complains about the decline of its commercial motor insurance claim by The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual. What happened The circumstances of this complaint are ... (3 pages)View decision -
Decision Reference DRN-5462560
14 Jul 2025 WHITMAN ASSET MANAGEMENT LIMITED Not upheldInvestmentsDRN-5462560 The complaint Mr C’s complaint against Whitman Asset Management Limited (“Whitman”) is about his investment in their AIM inheritance tax (IHT) portfolio service. What happened Following a meeting with an adviser (Mr P) from Whitman in August 2021, Mr C invested £1 million in... (8 pages)View decision -
Decision Reference DRN-5677312
14 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5677312 The complaint Mr R complains about a claim being declined by UK Insurance Limited (UKI) on his buildings insurance policy. Throughout the claim process, both Mr R and UKI have both hired third parties to deal with/comment on the claim on their behalf. In this decision, any r... (3 pages)View decision -
Decision Reference DRN-5688828
14 Jul 2025 Lloyds Bank PLC UpheldMortgagesDRN-5688828 The complaint Mr and Mrs G complain about how Lloyds Bank PLC trading as Scottish Widows Bank (“SW”) managed their offset mortgage. They didn’t expect to pay interest on their mortgage when rates rose, as it was fully offset. They said SW should’ve warned them it would charg... (5 pages)View decision -
Decision Reference DRN-5626485
14 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5626485 The complaint Mr B complains Bank of Scotland PLC trading as Halifax accepted wrong information from him when asking him to complete security and provided poor service when dealing with his complaint. What happened A summary of what happened is below. Mr B needed to transfer... (2 pages)View decision -
Decision Reference DRN-5613511
14 Jul 2025 Wakam Not upheldInsuranceDRN-5613511 The complaint Mr S, a self-employed individual, complains that Wakam added a fault claim to his commercial motor insurance policy incorrectly, and that it didn’t tell him about this claim. What happened The circumstances of this complaint are known to both parties. So, the f... (3 pages)View decision -
Decision Reference DRN-5488707
14 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5488707 The complaint Mrs W is unhappy with how Madison CF UK Limited, trading as 118 118 Money, offered to settle her irresponsible lending complaint. She wants the balance writing off in full. What happened Mrs W took out a loan for £5,000 over 36 months on 23 July 2024. The month... (2 pages)View decision -
Decision Reference DRN-5557249
14 Jul 2025 Aviva UK Digital Limited Not upheldInsuranceDRN-5557249 The complaint Mr C complains that Aviva UK Digital Limited didn’t provide accurate information to credit reference agencies. He’s also unhappy with the increase in his motor insurance premium. What happened Mr C was paying for his motor insurance policy with Aviva in monthly... (3 pages)View decision
