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-5400667
24 Mar 2025 Scottish Friendly Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5400667 The complaint Mrs W complains about the transfer of her personal pension with Scottish Friendly Assurance Society Limited (Scottish Friendly) to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in June 2016. Mrs W’s QROPS was used to invest via Reyker Securities plc... (11 pages)View decision -
Decision Reference DRN-4958031
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-4958031 The complaint Miss D complains about the service she received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY when she wanted to make changes to her mortgage. Her husband, Mr A, brings this complaint on her behalf. What happened Miss D’s mortgage with NatWest was on ... (4 pages)View decision -
Decision Reference DRN-5335007
24 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5335007 The complaint Ms B and Mr S are unhappy that Admiral Insurance (Gibraltar) Limited proportionately settled a claim they made on their travel insurance policy. What happened Ms B was travelling abroad when she needed emergency medical treatment. She claimed for her medical ex... (3 pages)View decision -
Decision Reference DRN-5402256
24 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5402256 The complaint Mr A complains that UK Insurance Limited trading as Churchill Insurance didn’t cancel his policy when he asked them to and it resulted in an impact on his credit score. What happened Mr A had a motor insurance policy with UKI and he called them to cancel the p... (2 pages)View decision -
Decision Reference DRN-5314254
24 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5314254 The complaint Mrs T is unhappy that Aviva Insurance Limited wanted to charge an additional premium for her travel insurance policy. What happened Mrs T had travel insurance linked to her bank account. The underwriter of the policy changed. She completed medical screening for... (2 pages)View decision -
Decision Reference DRN-5399759
24 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5399759 The complaint Mr B complains that UK Insurance Limited trading as Direct Line Insurance have sent a settlement payment to an account no longer in use. What happened Mr B had a motor insurance policy with UKI and made a claim in 2022. His car was deemed a total loss and UKI ... (2 pages)View decision -
Decision Reference DRN-5279721
24 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5279721 The complaint Mr N complains PayPal UK Ltd won’t release money in his account. What happened Mr N held a PayPal account and was sent almost £1,500 via PayPal from someone in another country. PayPal limited Mr N’s account and said he’d have to wait 180 days to access the mo... (2 pages)View decision -
Decision Reference DRN-5267454
24 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5267454 The complaint M, a limited company, complains PayPal UK Ltd permanently limited its account and didn’t explain why. M is represented by Mr G, a director. What happened M’s PayPal account was blocked, or limited, and then permanently limited. Mr G complained to PayPal as th... (3 pages)View decision -
Decision Reference DRN-5025293
24 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5025293 The complaint Mr M complains about the credit agreement he took out with MotoNovo Finance Limited (“MFL”) when he wanted to acquire a used car. He says that MFL didn’t offer him a range of options for his car finance deal, and that charges and fines under the credit agreemen... (3 pages)View decision -
Decision Reference DRN-5420404
24 Mar 2025 Vitality Health Limited UpheldInsuranceDRN-5420404 The complaint Mrs C has complained about the way Vitality Health Limited handled a claim she made on a private medical insurance (PMI) policy. What happened Mrs C first contacted Vitality in early November 2023, having received a GP referral for a urology consultation. It b... (2 pages)View decision
