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 381194 results
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Decision Reference DRN-5277737
20 Jun 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5277737 The complaint Mr N complains that the statements sent to him by Scottish Widows Limited do not always show on his annual statements, or on their online platform. He also believes that there is a payment that he’s made missing from the statement. In addition, he also complain... (3 pages)View decision -
Decision Reference DRN-5576334
20 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5576334 The complaint Mr and Ms R complain about U K Insurance Limited’s handling of a claim under their home insurance policy. U K Insurance Limited (UKI) has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of UKI’s agents as bei... (6 pages)View decision -
Decision Reference DRN-5537951
20 Jun 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5537951 The complaint Mrs B and Ms O have complained about the way Astrenska Insurance Limited (trading as Collinson) handled a claim they made on a travel insurance policy. As it is Ms O leading on the complaint, I will mostly just be referring to her in this decision. What happe... (2 pages)View decision -
Decision Reference DRN-5054927
20 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5054927 The complaint Mr G is unhappy with how AXA PPP Healthcare Limited (AXA) handled his claim. What happened Mr G became a member of his employer’s group private medical insurance on 8 June 2023. The policy was underwritten by AXA and was provided on a fully medically underwrit... (4 pages)View decision -
Decision Reference DRN-5553412
20 Jun 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5553412 The complaint Mr W complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to him. He wants all interest and charges he paid on his loans refunded along with statutory interest and any adverse information recorded about the loans removed from his... (3 pages)View decision -
Decision Reference DRN-5045700
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5045700 The complaint Mr T is unhappy with how HSBC UK Bank Plc dealt with his chargeback and for how long it took to update his change of address. What happened Whilst a significant amount of information has been provided, I’ve briefly summarised the background details of this comp... (4 pages)View decision -
Decision Reference DRN-5434697
20 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5434697 The complaint Miss Z has complained about Bank of Scotland plc trading as Halifax not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summar... (3 pages)View decision -
Decision Reference DRN-5620459
20 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5620459 The complaint Mr and Ms H have complained that Nationwide Building Society (“Nationwide”) didn’t redirect a payment that was being paid into their account, after their account was closed. What happened Following Nationwide’s decision to close Mr and Ms H’s account, Mr H aske... (3 pages)View decision -
Decision Reference DRN-5639472
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5639472 The complaint A partnership which I’ll refer to as J, complain that whilst conducting their Know Your Customer review (KYC), Barclays Bank UK PLC, (Barclays) wrongly closed its business account (the Account). Mr C and Mrs L are two of J’s partners and are bringing this comp... (6 pages)View decision -
Decision Reference DRN-5427181
20 Jun 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5427181 The complaint A limited company, which I will refer to as T, complains about the handling and settlement of its business interruption insurance claim by HCC International Insurance Company Plc. The claim was made as a result of the COVID-19 pandemic. What happened Both parti... (8 pages)View decision
