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 364422 results
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Decision Reference DRN-5204406
11 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5204406 The complaint X have complained that Nationwide Building Society is unfairly requiring them to use a card reader to make a transfer using online banking. What happened On 14 May 2024, X tried to transfer money to an existing payee, using online banking. But on this occasion,... (3 pages)View decision -
Decision Reference DRN-5148383
11 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5148383 The complaint Mrs D is unhappy that Aviva Insurance Limited (Aviva) only partly covered her private medical insurance claim. What happened Mrs D has a private medical insurance policy taken through her husband’s group policy. Aviva is the underwriter. In June 2024, Mrs D had... (2 pages)View decision -
Decision Reference DRN-5028708
11 Dec 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5028708 The complaint Mr C has complained that Scottish Widows Limited (Scottish Widows) has prevented from withdrawing funds from his personal pension, caused him harm during the course of complaining about this, and been negligent with his personal information. What happened Mr C... (3 pages)View decision -
Decision Reference DRN-5124635
11 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5124635 The complaint Mr L complains that Aviva Insurance Limited wouldn’t honour its quote for the renewal of his motor insurance policy. He wants a refund of the increase in premium he now pays . What happened Mr L’s policy was due for renewal and Aviva sent him a quote, but this ... (2 pages)View decision -
Decision Reference DRN-5059065
11 Dec 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5059065 The complaint Mrs R has complained that the lump sum payment she received from her Aviva Life & Pensions UK Limited pension plan was less than she’d previously been told it would be. What happened Mrs R held a personal pension plan with Aviva Life & Pensions UK Limi... (4 pages)View decision -
Decision Reference DRN-4455998
11 Dec 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4455998 The complaint Ms T complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into her self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (4 pages)View decision -
Decision Reference DRN-5015221
11 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5015221 The complaint Ms K has complained that AXA Insurance UK Plc trading as Swiftcover (AXA) unfairly declined a claim under a home insurance policy. What happened Ms K contacted AXA to make a claim when the curtain pole came down when she drew the curtains. AXA considered the c... (2 pages)View decision -
Decision Reference DRN-5204831
11 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5204831 The complaint Mr and Mrs S complain that Santander UK Plc unfairly refused to switch their mortgage onto interest only terms when they were unable to afford monthly payments on a capital repayment basis. Mr S has dealt with the complaint. Since Mr and Mrs S brought their com... (5 pages)View decision -
Decision Reference DRN-5017940
11 Dec 2024 C I B B Financial Services LLP UpheldMortgagesDRN-5017940 The complaint Mr M and Mrs R complain about how C I B B Financial Services LLP (trading as Mortgage First) handled their application for an interest rate switch on their mortgage. What happened In 2019 Mr M and Mrs R used Mortgage First to help source them a mortgage with a... (6 pages)View decision -
Decision Reference DRN-5199789
11 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5199789 The complaint Mr K complains about the quality of a car he acquired from BMW Financial Services (GB) Limited trading as Mini Financial Services (‘Mini FS’). He says that the car has had a series of errors and needed significant repair work that hasn’t been completed. He woul... (4 pages)View decision
