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 370904 results
-
Decision Reference DRN-5387434
28 Mar 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5387434 The complaint Mrs P complains that AXA PPP Healthcare Limited has added exclusions for chronic conditions to her personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of the k... (4 pages)View decision -
Decision Reference DRN-5316577
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5316577 The complaint Mrs C complains Barclays Bank UK PLC (“Barclays”) closed her accounts, didn’t notify her of this, and continue to withhold her funds despite her following its instructions, and making substantive efforts to reclaim them. Mrs C says Barclays’ actions have cause ... (3 pages)View decision -
Decision Reference DRN-5435070
28 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5435070 The complaint Mrs T complains that Barclays Bank UK PLC (Barclays) won’t refund all the money she lost in an investment scam. What happened What Mrs T says: Mrs T saw a post on a friend’s Instagram page which explained she had made £20,000 profit through investing in crypto ... (6 pages)View decision -
Decision Reference DRN-5435191
28 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5435191 The complaint Mr L’s complaint is about a mortgage he used to hold with Santander UK PLC. Mr L says that, when the mortgage term came to an end, Santander offered him a 2.49% interest rate going forward, only later to withdraw this and tell him that the mortgage would revert... (6 pages)View decision -
Decision Reference DRN-5435148
28 Mar 2025 Santander UK Plc Not upheldInvestmentsDRN-5435148 The complaint Miss M complains that Santander UK Plc (Santander) delayed payment of her dividend in January 2024. Miss M says this resulted in her rent and bills being paid late. What happened Miss M holds an Investment ISA on the Santander Investment Hub. On 10 January 2024... (3 pages)View decision -
Decision Reference DRN-5389452
28 Mar 2025 USAY BUSINESS LTD Not upheldInsuranceDRN-5389452 The complaint Mr and Mrs B are unhappy with USAY Business Limited because they say it mis-sold them private medical insurance. What happened Mr and Mrs B took private medical insurance through USAY in August 2024. This was an advised sale. Mr and Mrs B said USAY mis-sold the... (2 pages)View decision -
Decision Reference DRN-5071281
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5071281 Complaint Mr F is unhappy that Revolut Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In October 2023, Mr F was contacted on social media by someone offering him an investment opportunity. The individual had many mutual contacts on the pl... (8 pages)View decision -
Decision Reference DRN-5396706
28 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5396706 The complaint Mrs K complains Royal & Sun Alliance Insurance Limited (“RSA”) hasn’t handled a claim against a buildings insurance policy fairly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focu... (2 pages)View decision -
Decision Reference DRN-5416961
28 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5416961 The complaint Miss D complains about the way Hargreaves Lansdown Asset Management Limited (“HL”) processed a payment it received on her behalf. What happened Miss D held a SIPP with HL, which included an investment in the Woodford Equity Income Fund (“WEIF”). In 2019 the WEI... (5 pages)View decision -
Decision Reference DRN-5311519
28 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5311519 The complaint Mr C complains Aviva Insurance Limited unfairly settled his income protection claim. What happened Mr C has held an income protection policy for many years, and more recently it has been underwritten by Aviva. The policy is designed to pay a benefit in the even... (4 pages)View decision
