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 371633 results
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Decision Reference DRN-5599772
4 Jun 2025 Unum Ltd UpheldInsuranceDRN-5599772 The complaint Mr R complains that Unum Ltd declined an incapacity claim he made on a group income protection policy, and how long it took to reach a decision. What happened Mr R is a member of his employer’s group income protection policy. The policy pays a monthly benefit ... (6 pages)View decision -
Decision Reference DRN-5513669
4 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5513669 The complaint Mr S and Ms T have complained about their property insurer U K Insurance Limited regarding its handling of a subsidence claim initially made to it, and at that time declined, in 2015. Ms T, sometimes represented by Mr L, has been the one with the most involvem... (4 pages)View decision -
Decision Reference DRN-5531353
4 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5531353 The complaint Mrs H and Mr I complain that Liverpool Victoria Insurance Company Limited (LV) unfairly cancelled their motor insurance policy and declined to pay a claim on it. The policy concerned is not branded in LV’s name but LV is the policy underwriter and is responsibl... (6 pages)View decision -
Decision Reference DRN-5326228
4 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5326228 The complaint Mr A’s complaint is about the service provided in relation to a claim under his home emergency insurance policy provided by U K Insurance Limited (“UKI”). UKI is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of t... (11 pages)View decision -
Decision Reference DRN-5601625
4 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5601625 The complaint Mrs N’s complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) ... (8 pages)View decision -
Decision Reference DRN-5599044
4 Jun 2025 Verus Financial Services Limited Not upheldPensions and AnnuitiesDRN-5599044 The complaint Mrs C is unhappy with the service provided by Verus Financial Services Limited (Verus) and with information given by Verus about an investment held in her SIPP (self invested personal pension. What happened What I’ve said here as to what led up to the complaint... (6 pages)View decision -
Decision Reference DRN-5596339
4 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5596339 The complaint Mr S complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (Amex) treated him unfairly, by requiring him to use his Amex card to book a hotel room, and to pay for incidental expenses, in order to benefit from their Fine Hotels + Resorts (FHR) program. What h... (3 pages)View decision -
Decision Reference DRN-5599040
4 Jun 2025 Verus Financial Services Limited Not upheldPensions and AnnuitiesDRN-5599040 The complaint Mr C is unhappy with the service provided by Verus Financial Services Limited (Verus) and with information given by Verus about investments held in his SIPP (self invested personal pension). What happened What I’ve said here as to what led up to the complaint r... (6 pages)View decision -
Decision Reference DRN-5231080
4 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5231080 The complaint Mrs G complains that Bank of Scotland plc trading as Halifax won’t refund her for two disputed cash withdrawals carried out on her account. What happened Mrs G has appointed a representative to help her with this complaint. But for ease of reading, I’ll refer t... (3 pages)View decision -
Decision Reference DRN-5215134
4 Jun 2025 Scottish Widows Schroder Personal Wealth Limited Not upheldInvestmentsDRN-5215134 The complaint Mr D complains about the level of service he’s received from Scottish Widows Schroder Personal Wealth Limited (‘SPW’) and the fees he’s paid for it. What happened Mr D was migrated to SPW in March 2020 from his previous provider, following a joint venture betw... (8 pages)View decision
