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
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Decision Reference DRN-5222208
14 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5222208 The complaint Mr M complained because Santander UK Plc refused to refund him for transactions he said he hadn’t authorised. What happened On 1 November 2024, Mr M rang Santander. There were three transactions on his current account to a gambling firm, totalling £800. Mr M ... (4 pages)View decision -
Decision Reference DRN-5193881
14 Jan 2025 Western Provident Association Limited UpheldInsuranceDRN-5193881 The complaint Mr S complains that Western Provident Association Limited (“WPA”) hasn’t accepted a claim under his private health insurance policy. What happened Mr S has held a private health insurance policy since 12 March 2022, provided by WPA. The policy was underwritten... (4 pages)View decision -
Decision Reference DRN-5202703
14 Jan 2025 BISL Limited Not upheldInsuranceDRN-5202703 The complaint Mr E complains about the way BISL Limited dealt with an issue he raised when a claim he wasn’t involved in was logged against his insurance record. Mr E’s insurance policy is underwritten by another company, but the policy was arranged and administered by BISL... (2 pages)View decision -
Decision Reference DRN-5186241
14 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5186241 The complaint Miss J complains that Domestic & General Insurance Plc (D&G) didn’t accept her fridge freezer insurance claim. My references to D&G include its agents. What happened Miss J has an insurance policy for her fridge freezer. D&G is the insurer. The... (5 pages)View decision -
Decision Reference DRN-5191311
14 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5191311 The complaint Mr S has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with a credit card, and linked limit increases between 2006 and 2012. Background Mr S applied for a credit card with HSBC in 2006. He has explained that by this time he had devel... (4 pages)View decision -
Decision Reference DRN-5175394
14 Jan 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5175394 The complaint Mrs S complains about the amount Sabre Insurance Company Limited paid to settle a claim she made on her motor insurance policy. What happened Mrs S’s vehicle was damaged after being involved in an accident in October 2023. She tried to contact Sabre to make a ... (4 pages)View decision -
Decision Reference DRN-5261233
14 Jan 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5261233 The complaint Mr P complains that Legal and General Assurance Society Limited (‘L&G’) delayed setting up his annuity. Mr P also says that because of L&G’s delays, it’s resulted in him receiving a lower income than he could’ve received were it not for their hold ups. ... (5 pages)View decision -
Decision Reference DRN-4915405
14 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4915405 The complaint Mr M complains that Revolut Ltd didn’t protect him when he fell victim to a Safe account scam. What happened Mr M received a call from someone purporting to be his bank. They explained there’d been unusual activity on his account and asked him to confirm if a p... (4 pages)View decision -
Decision Reference DRN-4915411
14 Jan 2025 National Westminster Bank Plc Not upheldConsumer CreditDRN-4915411 The complaint Mr M complains that National Westminster Bank Plc trading as Ulster Bank didn’t protect him when he fell victim to a Safe account scam. What happened Mr M received a call from someone purporting to be Ulster bank. They explained there’d been unusual activity on... (4 pages)View decision -
Decision Reference DRN-5260798
14 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5260798 The complaint Mr H has complained, via his representatives, about a transfer of his personal pension held with Aviva Life & Pensions UK Limited (‘Aviva’) to a small self-administered scheme (‘SSAS’), which completed in June 2015. Part of Mr H’s SSAS was subsequently used... (11 pages)View decision
