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 365360 results
-
Decision Reference DRN-5296175
31 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5296175 The complaint Mrs M is unhappy with the way AXA Insurance UK Plc (AXA) have handled the claim she made under her home insurance policy. What happened The details of this complaint are well known to both parties and so I’ve summarised events. In December 2022 Mrs M submitted ... (4 pages)View decision -
Decision Reference DRN-5298086
31 Jan 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5298086 The complaint Mr E complains that St. James’s Place Wealth Management Plc (SJPWM) failed to provide him with any advice or support in relation to his Self-Invested Personal Pension (SIPP) and removed itself as his servicing agent without any prior warning. What happened In 2... (5 pages)View decision -
Decision Reference DRN-5245609
31 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5245609 The complaint Mr S has complained about Aviva Insurance Limited. He isn’t happy that it declined his claim under his motor insurance policy following the theft of his car. A representative has supported Mr S in bringing this complaint, but for simplicity I’ve mainly referred... (5 pages)View decision -
Decision Reference DRN-5299352
31 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5299352 The complaint Mr and Mrs D complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their storm claim for damage to their flat roof and internally within their home. Mr and Mrs D were also unhappy with the delays and poor communication received with... (3 pages)View decision -
Decision Reference DRN-5244096
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5244096 The complaint Miss M complained because Bank of Scotland plc, trading as Halifax, refused to refund her for cash withdrawals which she said she didn’t authorise. What happened On 30 May 2024, Miss M contacted Halifax. She said she’d noticed two cash machine withdrawals whic... (3 pages)View decision -
Decision Reference DRN-5269572
31 Jan 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5269572 The complaint Mr and Mrs B’s complaint is about the actions HSBC UK Bank Plc took to recover an outstanding mortgage debt. Mr and Mrs B believe HSBC put undue pressure on them, as a result of which they accepted a lower price for the property. Mr and Mrs B are also unhappy a... (4 pages)View decision -
Decision Reference DRN-5279285
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5279285 The complaint The estate of Mr M complains Santander UK Plc allowed an unauthorised third party to withdraw funds Santander held for Mr M held after his death. The estate further complains the beneficiary of the deceased estate was denied access to these funds for eight year... (3 pages)View decision -
Decision Reference DRN-4870117
31 Jan 2025 OakNorth Bank plc Not upheldBanking and PaymentsDRN-4870117 The complaint Mrs S complains that OakNorth Bank plc (OakNorth) closed her savings accounts unfairly and without enough notice. What happened Mrs S had three savings accounts with OakNorth. When she applied for the accounts, she said she was born in the United States of Amer... (4 pages)View decision -
Decision Reference DRN-5170944
31 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5170944 The complaint Mr R and Mrs R are unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled the claim they submitted under their home insurance policy. As Mr R has been leading on this complaint, and for ease, I’ve referred to him throughout. What happened... (4 pages)View decision -
Decision Reference DRN-4430184
31 Jan 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4430184 The complaint Mr J complains about the sale and administration of a life policy he holds with Zurich Assurance Ltd. What happened After speaking with an Independent Financial Adviser (IFA) in 1998 Mr J took out a Lifestyle Plus Plan life policy. An Indexation Benefit was cho... (2 pages)View decision
