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 361839 results
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Decision Reference DRN-5080060
10 Dec 2024 Assicurazioni Generali SpA Not upheldInsuranceDRN-5080060 The complaint Mr M complains that Assicurazioni Generali SpA trading as Generali (‘AGS’) declined a claim he made on his employer’s income protection policy. What happened Mr M is a member of his employer’s group income protection policy. He claimed on the policy for symptom... (2 pages)View decision -
Decision Reference DRN-5159837
10 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5159837 The complaint Mr B complains about Aviva Insurance Limited (“Aviva”) and their decision to decline the claim he made on his cycle insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologic... (3 pages)View decision -
Decision Reference DRN-5127308
10 Dec 2024 Phoenix Life Limited Not upheldInsuranceDRN-5127308 The complaint The estate of Mr P complains that Phoenix Life Limited trading as Standard Life (‘Standard Life’) has declined a claim made on a life insurance policy. What happened Mr P held a life insurance policy with Standard Life. A benefit of the policy was a sum assured... (3 pages)View decision -
Decision Reference DRN-5144094
10 Dec 2024 Santander UK Plc UpheldMortgagesDRN-5144094 The complaint Mr J complains about the way Santander UK Plc handled his application to port his mortgage to a new property, which it ultimately declined. What happened In 2021, Mr J took out an interest only mortgage with Santander over a five year term. The mortgage was tak... (9 pages)View decision -
Decision Reference DRN-5190435
10 Dec 2024 Zurich Insurance PLC UpheldInsuranceDRN-5190435 The complaint Mrs J complains about the way Zurich Insurance PLC handled a claim she made for damage to a property insured by it, following an escape of water. Mrs J is a leaseholder of the property, as well as Mr J. Mrs J is eligible to bring the complaint on behalf of bot... (6 pages)View decision -
Decision Reference DRN-5146574
10 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5146574 The complaint Mr B complains about the level of service he received from National Westminster Bank Plc around the recording of his personal circumstances and the adjustments he’s asked them to make. What happened Mr B complains that NWB failed to make a note of his condition... (2 pages)View decision -
Decision Reference DRN-5170118
10 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5170118 The complaint Mr D complains that HSBC UK Bank Plc trading as first direct (“first direct”) have acted unreasonably by restricting access to his account and money. What happened Mr D holds an account with first direct with a significant balance and has done so for a number o... (3 pages)View decision -
Decision Reference DRN-5141444
10 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5141444 The complaint Mr O’s complaint is about a mortgage endowment policy he had with Aviva Life & Pensions UK Limited. He is unhappy about the amount of time it took for Aviva to pay him the maturity value. What happened Mr O took out the endowment policy with Aviva in April ... (3 pages)View decision -
Decision Reference DRN-5137362
10 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5137362 The complaint A company, which I’ll refer to as P, complains that AXA Insurance UK Plc rejected a claim on its commercial property insurance for loss of rent, and delayed dealing with the claim. Mr S, who is a director of P, brings the complaint on P’s behalf. What happened ... (3 pages)View decision -
Decision Reference DRN-4959332
10 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4959332 The complaint Miss K complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. During May 2023 Miss K was looking fo... (9 pages)View decision
