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 364862 results
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Decision Reference DRN-5243143
3 Feb 2025 Santander UK Plc Not upheldMortgagesDRN-5243143 The complaint Mr H’s complaint about Santander UK Plc (Santander) relates to the way in which Santander dealt with his application to remove his ex-wife (W) from their jointly held mortgage, otherwise known as a Change of Borrower (CoB) application. What happened In 2005 Mr... (4 pages)View decision -
Decision Reference DRN-5273682
3 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5273682 The complaint Ms B and Mr B have complained about Advantage Insurance Company Limited’s handling of a liability dispute during a claim made under their motor insurance policy. What happened Mr B is the policyholder of a motor insurance policy, underwritten by Advantage, und... (2 pages)View decision -
Decision Reference DRN-4788750
3 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4788750 The complaint Mr Z complains that Nationwide Building Soceity blocked his account and sent money that was paid into his acount back to source. What happened Mr Z has a current account with Nationwide. Mr Z used the account to receive and make payments for mobile phones that... (4 pages)View decision -
Decision Reference DRN-5268289
3 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5268289 The complaint Mrs K, with the help of a professional representative, has complained about a transfer from her Phoenix Life Limited personal pension policies to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in October 2015. The QROPS was subsequently used... (11 pages)View decision -
Decision Reference DRN-5177408
3 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5177408 The complaint Ms M complains that HSBC UK Bank Plc t/a First Direct didn’t honour a current account switch incentive payment and that the service she received when she contacted First Direct about the matter was poor. What happened In May 2024 First Direct was offering a £1... (3 pages)View decision -
Decision Reference DRN-5277009
3 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5277009 The complaint Mrs B has complained that AXA Insurance UK Plc (AXA) mis-sold her a commercial property insurance policy and public liability insurance. What happened Mrs B’s complaint has been brought on her behalf by a representative. But for ease of reference, I’ll only re... (2 pages)View decision -
Decision Reference DRN-5302560
3 Feb 2025 MetLife Europe d.a.c. UpheldInsuranceDRN-5302560 The complaint Mr T has complained that MetLife Europe d.a.c. ceased his claim for income protection benefit under his employer’s group insurance policy. What happened Mr T went off work in January 2020 because of issues with his ankle. A short course of physiotherapy was rec... (4 pages)View decision -
Decision Reference DRN-5292591
3 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5292591 The complaint Mrs H is unhappy that Admiral Insurance (Gibraltar) Limited failed to inform her that her car was repairable, and sold it at auction, after settling her claim as a total loss. Reference to Mrs H or Admiral throughout includes their agents or representatives. Wh... (3 pages)View decision -
Decision Reference DRN-5245936
3 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5245936 The complaint Mr G has complained about the settlement amount Aviva Insurance Limited paid when he made a claim for his lost wedding ring under his home insurance policy which he shares jointly with Mrs G. What happened Mr G lost his diamond wedding ring and made a claim to ... (2 pages)View decision -
Decision Reference DRN-5232367
3 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5232367 The complaint Mr C complains about the nature of questions that Santander UK plc (Santander) asked him as part of its Know Your Customer (KYC) checks. He would like an apology and compensation. What happened The details of this complaint are well known to both parties so I ... (2 pages)View decision
