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 370903 results
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Decision Reference DRN-5343488
10 Mar 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5343488 The complaint Miss N’s complaint is about Great Lakes Insurance SE’s handling of a claim under the legal expenses section of her home insurance policy. Great Lakes is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents ... (4 pages)View decision -
Decision Reference DRN-5257697
10 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5257697 The complaint Ms W is unhappy with the level of service Nationwide Building Society provided when she went into branch to enquire about her savings account. What happened Ms W had a savings account with Nationwide that was due to mature. She went into branch the day before ... (2 pages)View decision -
Decision Reference DRN-5288371
10 Mar 2025 AWP P&C S.A. Not upheldInsuranceDRN-5288371 The complaint Mr H complains that AWP P&C S.A. declined his claim against a travel insurance policy. Reference to AWP includes its agents. What happened Mr H has travel insurance as a benefit of a current account. Whilst he was on a trip Mr H suffered dental problems; a... (3 pages)View decision -
Decision Reference DRN-5068473
10 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5068473 The complaint Mrs Q has complained Vanquis Bank Limited never properly responded when she complained about being pursued for repayment of a loan she’d never taken out. What happened After receiving correspondence from a debt collection agency, Mrs Q got in touch with Vanquis... (2 pages)View decision -
Decision Reference DRN-5381256
10 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5381256 The complaint Mr G complains that Bank of Scotland plc trading as Halifax didn’t pay the right amount of interest on his savings account and also about the poor service he received when trying to resolve the issue. What happened I issued my provisional decision on this case ... (3 pages)View decision -
Decision Reference DRN-5361399
10 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5361399 The complaint Mr H is unhappy with what Domestic & General Insurance Plc (D&G) did when he cancelled a gadget insurance policy. What happened At the end of November 2024 Mr H bought some new earphones and took out a policy with D&G to cover them. At the start of ... (2 pages)View decision -
Decision Reference DRN-5296195
10 Mar 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5296195 The complaint Mr G complains that Starr International (Europe) Limited is responsible for responding unfairly to his claim on a mobile phone insurance policy. What happened From late December 2023, Mr G had a phone insured on a policy branded with the names of a telephone s... (2 pages)View decision -
Decision Reference DRN-4954806
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4954806 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties... (9 pages)View decision -
Decision Reference DRN-5383395
10 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5383395 The complaint Mr W is unhappy with the settlement offer provided by Aviva Insurance Limited (“Aviva”) for his claim and with the general level of service he’s received under his home insurance policy. What happened Mr W made a claim under his policy when he experienced a lea... (4 pages)View decision -
Decision Reference DRN-5378518
10 Mar 2025 Just Insurance Agents Limited UpheldInsuranceDRN-5378518 The complaint Mr K complains about the service he received from Just Insurance Agents Limited trading as Justtravelcover.com (“Just Travel”) about his travel insurance policy. What happened Mr K renewed his annual multi-trip travel insurance policy on 29 July 2023. He decla... (4 pages)View decision
