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 365917 results
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Decision Reference DRN-5285687
24 Jan 2025 Covea Insurance plc Not upheldInsuranceDRN-5285687 The complaint Mr S has complained that Covea Insurance plc declined a sickness claim he made on his mortgage payment protection insurance (PPI) policy. What happened Mr S became unwell in December 2023. However, upon making a claim on the policy, it was declined on the basi... (4 pages)View decision -
Decision Reference DRN-5246526
24 Jan 2025 Metro Bank PLC Not upheldMortgagesDRN-5246526 The complaint Mr M complains that Metro Bank PLC has refused to offer him another interest rate product on his mortgage. What happened In 2022 Mr M took out a mortgage with Metro Bank on a fixed rate due to end on 28 March 2025. In April 2024 Metro Bank called Mr M and aske... (2 pages)View decision -
Decision Reference DRN-5284912
24 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5284912 The complaint Mr A complains Santander UK Plc (“Santander”) blocked his account and withheld funds of around £10,000 causing him significant financial loss, distress, and inconvenience. Mr A adds that Santander reported adverse information about him to other banks which has ... (5 pages)View decision -
Decision Reference DRN-5080396
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5080396 The complaint Ms K complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. Ms K is being represented by a third party. To keep things simple, I will refer to Ms K throughout my decision. What happened The background of t... (2 pages)View decision -
Decision Reference DRN-5001627
24 Jan 2025 Covea Insurance plc Not upheldInsuranceDRN-5001627 The complaint Mr J complains about how Covea Insurance plc handled a claim he made on his home insurance policy. Reference to Covea includes its agents. What happened Mr J held a home insurance policy with Covea. When his wall fell, he made a claim to Covea for the damage to... (3 pages)View decision -
Decision Reference DRN-5220844
24 Jan 2025 American International Group UK Limited Not upheldInsuranceDRN-5220844 The complaint D, a limited company complains about what American International Group UK Limited (AIG) did after it made a claim on its business protection insurance policy. What happened D took out cover with AIG in September 2021 and the policy renewed the following year. I... (5 pages)View decision -
Decision Reference DRN-5080382
24 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5080382 The complaint Ms K complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund her the amount she lost as the result of a scam. Ms K is being represented by a third party. To keep things simple, I will refer to Ms K throughout my decision. What h... (2 pages)View decision -
Decision Reference DRN-5280395
24 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5280395 The complaint Mr E complains about how U K Insurance Limited trading as Direct Line (UKI) dealt with a motor insurance claim. References to UKI include other organisations and individuals acting on its behalf. What happened A family member of Mr E had a lease hire car with i... (3 pages)View decision -
Decision Reference DRN-5023451
24 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5023451 The complaint Mr C and Mr C complain that Admiral Insurance (Gibraltar) Limited has unfairly handled a claim made on their motor insurance policy. They feel it has failed to challenge the liability decision and the value of the claim is inflated and unreasonable. What happen... (3 pages)View decision -
Decision Reference DRN-5196970
24 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5196970 The complaint Mr S complains Nationwide Building Society (“Nationwide”) asked him for information including about his account activity as part of a review. Mr S is also unhappy Nationwide later restricted and closed his accounts. Mr S says Nationwide’s actions have caused hi... (3 pages)View decision
