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 366763 results
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Decision Reference DRN-4976743
13 Dec 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4976743 The complaint Mr H in unhappy that Aviva Life & Pensions UK Ltd sent him a letter containing sensitive personal details, which had been opened before he received it, and he subsequently had difficulty obtaining online details about his policy. What happened Mr H has had ... (3 pages)View decision -
Decision Reference DRN-5061658
13 Dec 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5061658 The complaint Mr and Mrs S have complained in their capacity as directors of a limited company, (which I’ll refer to as “M”) about Zurich Insurance PLC’s decision to decline their claim following a fire. Any reference to Zurich, M, and Mr and Mrs S in this decision include t... (4 pages)View decision -
Decision Reference DRN-5198205
13 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5198205 The complaint Mr S complains about Revolut Ltd. He says that it did not do enough to protect him when he became the victim of a scam and would like Revolut to refund him the money he has lost as a result. What happened Mr S received a call from an unknown individual suppose... (4 pages)View decision -
Decision Reference DRN-4497575
13 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4497575 The complaint Mr G would like to make a complaint about Santander UK Plc. He says that he has fallen victim to a scam and would like Santander to refund him the money he has lost as a result. What happened In June 2020, Mr G made a payment of £20,000 for an investment into... (2 pages)View decision -
Decision Reference DRN-5108530
13 Dec 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5108530 The complaint Mr and Mrs T complain that Liverpool Victoria Insurance Company Limited (“LV”) unfairly recorded a claim against their home buildings insurance policy. I’ll refer to Mrs T in my decision for ease. What happened In November 2023 Mrs T called LV as her roof had b... (2 pages)View decision -
Decision Reference DRN-4708566
13 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4708566 The complaint Mr W is unhappy National Westminster Bank Plc (“NatWest”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. I... (4 pages)View decision -
Decision Reference DRN-5160626
13 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5160626 The complaint Mrs G complains that Nationwide Building Society cannot tell her now what happened to her savings account between 1997 and 2001, when a large amount of money was withdrawn from her savings. What happened Mrs G has recently rediscovered an old passbook from a sa... (2 pages)View decision -
Decision Reference DRN-5209943
13 Dec 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5209943 The complaint Mr S complains about end of agreement charges that he has been asked to pay by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened Mr S has been assisted in making his complaint by a family member. But in this decision, for ease, I will simply r... (5 pages)View decision -
Decision Reference DRN-5168211
13 Dec 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5168211 The complaint Mr D complains that Haven Insurance Company Limited (“Haven”) mishandled his van insurance policy. What happened The subject matter of the insurance was a van that had first been registered in 2005. Mr D acquired the van. Mr D used an insurance intermediary ... (4 pages)View decision -
Decision Reference DRN-5008629
13 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5008629 The complaint Mr Y complains that HDI Global Speciality SE (“HDI”) has unfairly handled a claim made on his residential landlord insurance policy. Any reference to Mr Y or HDI refers to respective agents or representatives. What happened The background of this complaint is w... (4 pages)View decision