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 367928 results
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Decision Reference DRN-4931592
23 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4931592 The complaint Ms G complains about Aviva Insurance Limited’s handling of her private medical insurance claim. What happened Ms G holds private medical insurance cover with Aviva. She contacted Aviva as she wanted to see a specialist. Aviva provided Ms G with a list of hospi... (2 pages)View decision -
Decision Reference DRN-5229861
23 Dec 2024 The Equine and Livestock Insurance Company Limited Not upheldInsuranceDRN-5229861 The complaint Mr N’s complaint is about a claim he made on his ELI pet insurance policy for the treatment of his pet. ELI considered the claims and determined that they were for a condition affecting opposing body parts and therefore applied one policy limit to those claims.... (4 pages)View decision -
Decision Reference DRN-5150083
23 Dec 2024 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5150083 The complaint Mr C complains about charges Volvo Car Financial Services UK Limited (‘Volvo’) asked him to pay after he returned a car he had been financing through an agreement with them. What happened Mr C took receipt of a new car in July 2021. He financed the deal through... (3 pages)View decision -
Decision Reference DRN-5197331
23 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5197331 The complaint Mr W complains National Westminster Bank Plc’s (“NatWest”) requests for information about his friend overseas and that it invoked banking protocol when it had concerns about the security of his account and refuse to lift the restrictions on his online banking a... (3 pages)View decision -
Decision Reference DRN-5229571
23 Dec 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5229571 The complaint Mr G complains that Westerby Trustee Services Limited (‘Westerby’) should have completed more checks before accepting his application from Abana Unipessoal Lda (‘Abana’), for a Self-Invested Personal Pension (‘SIPP’). Mr G transferred a personal pension plan (... (42 pages)View decision -
Decision Reference DRN-5197511
23 Dec 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5197511 The complaint Miss R complains that Lloyds Bank General Insurance Limited provided poor service when dealing with her claim for an escape of water. What happened Miss R held a buildings and contents insurance policy with Lloyds, and in May 2021 she made a claim for an escap... (4 pages)View decision -
Decision Reference DRN-5097174
23 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5097174 The complaint Mr F complains Lloyds Bank PLC (“Lloyds”) erroneously concluded he’d passed away and closed his account. Mr F says Lloyds’ error has caused him and his family significant distress and inconvenience. What happened The details of this complaint are well known by ... (3 pages)View decision -
Decision Reference DRN-4861159
23 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4861159 The complaint Mr W complains that Santander UK Plc (“Santander”) didn’t do enough to protect him when he paid what he now believes was a scam, and that it won’t refund the money he lost. What happened In September 2018, Mr W invested £10,000 into a property development compa... (3 pages)View decision -
Decision Reference DRN-5139910
23 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5139910 The complaint P, a limited company, complains that Revolut Limited have unreasonably declined to refund transactions they didn’t agree to make. They’d like their losses refunded. P is represented by the directors, Mr and Mrs F. What happened P holds a business account with... (6 pages)View decision -
Decision Reference DRN-4875084
23 Dec 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4875084 The complaint Mr B is unhappy with how Inter Partner Assistance SA (IPA) handled a claim on his travel insurance policy. For ease I’ve referred only to Mr B throughout. What happened Mr B and his family had a travel insurance policy in place that is underwritten by IPA. Whil... (3 pages)View decision
