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 369228 results
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Decision Reference DRN-5242960
11 Feb 2025 One Insurance Limited Not upheldInsuranceDRN-5242960 The complaint Mr M – on behalf of P (a limited company)– is complaining that One Insurance Limited (OIL) avoided P’s commercial motor insurance policy and in turn said it wouldn’t cover his claim for the theft of P’s vehicle. What happened In March 2024 P’s vehicle was stole... (3 pages)View decision -
Decision Reference DRN-5216560
11 Feb 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5216560 The complaint Mr B complains that First Central Underwriting Limited declined his claim and avoided his car insurance policy. What happened Mr B took out a motor insurance policy with First Central through a comparison site on 28 October 2023, the policy starting on 2 Novem... (3 pages)View decision -
Decision Reference DRN-5289287
11 Feb 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5289287 The complaint Mr E complains that The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual have declined his claim for loss of his horse. What happened Mr E held a “veteran cover” policy for his horse S, which he switched to in March 2022. In ... (3 pages)View decision -
Decision Reference DRN-4939394
11 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4939394 The complaint Mr G complains that Bank of Scotland plc won’t refund money he paid to a builders’ merchant when a dispute arose, or otherwise compensate him. The bank trades in this case under its Halifax brand. What happened Mr G engaged a builder to complete an extension to... (2 pages)View decision -
Decision Reference DRN-5322223
11 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5322223 Complaint Mr B is unhappy that National Westminster Bank Plc (NatWest) didn’t reimburse him after he told it he’d fallen victim to a scam. Background In early 2021, Mr B was offered an investment opportunity involving the management of his funds by an individual referred to ... (4 pages)View decision -
Decision Reference DRN-5242742
11 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5242742 The complaint Miss B says HSBC UK Bank PLC (“HSBC”) should refund her for unauthorised transactions on her account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Miss B says she was in an abusive relat... (2 pages)View decision -
Decision Reference DRN-5275703
11 Feb 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5275703 The complaint Mrs S complains Fairmead Insurance Limited (Fairmead) unfairly declined to settle her claim on her home insurance policy. Fairmead are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Fairmea... (3 pages)View decision -
Decision Reference DRN-5165752
11 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5165752 Complaint Mr S is unhappy that National Westminster Bank Plc (NatWest) didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2018, Mr S learned about an investment opportunity with a company called Buy2Let Cars/Raedex Consortium Ltd. Under the sch... (5 pages)View decision -
Decision Reference DRN-5255688
11 Feb 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5255688 The complaint Mr P complains about Great Lakes Insurance UK Limited’s (Great Lakes) decision to decline his claim, under his mobile and gadget insurance policy. What happened The details of what happened are well known to both parties. So, I will just summarise them here. ... (3 pages)View decision -
Decision Reference DRN-5272936
11 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5272936 The complaint Mr B has complained that AXA Insurance UK Plc unfairly and unreasonably refused to deal with his claim under his motor policy following an accident. References to AXA include all its agents. What happened Mr B said he was involved in an incident on the evenin... (6 pages)View decision
