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 362196 results
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Decision Reference DRN-5395793
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5395793 The complaint Mr B has complained that, when National Westminster Bank PLC (“NatWest”) changed the travel insurer on its Select Platinum account, he says he was led to believe that the new insurer would cover his pre-existing medical conditions just as the existing travel in... (3 pages)View decision -
Decision Reference DRN-5372793
20 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5372793 The complaint Mrs M is unhappy that American Express Services Europe Limited (“AmEx”) increased a spending threshold on her credit card and didn’t clearly notify of the increase. What happened Mrs M wanted to qualify for a spending threshold on her AmEx account that would ha... (3 pages)View decision -
Decision Reference DRN-5345210
20 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5345210 The complaint Mr and Mrs B complain about West Bay Insurance Plc’s (“West Bay”) handling of their claim, which resulted in delays due to lost evidence and poor communication, under Mrs B’s motor insurance policy. I’ll refer to Mrs B in my decision. What happened Mrs B was in... (3 pages)View decision -
Decision Reference DRN-5301959
20 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5301959 The complaint A company I’ll call L complains that Lloyds Bank PLC (Lloyds) declined to refund a transaction on its account that its director (Mrs B) says L didn’t make. What happened A card payment of £513.94 appeared on L’s statement on 26 September 2024, along with a for... (3 pages)View decision -
Decision Reference DRN-5184497
20 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5184497 The complaint Miss C complains that Santander UK Plc (‘Santander’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss C says that in a casual conversation about investments her half-sister said that she had invested and received good retur... (5 pages)View decision -
Decision Reference DRN-5000755
20 Mar 2025 Scottish Equitable Plc UpheldInvestmentsDRN-5000755 The complaint The Trustees of a Will Trust have complained that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to provide timely and proper customer service in relation to its administrative actions of the trust including, but not limited to, the cessation of regul... (4 pages)View decision -
Decision Reference DRN-5389310
20 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5389310 The complaint A limited company, which I will refer to as M, complains about the decline, by Aviva Insurance Limited, of its business interruption insurance claim, made as a result of the COVID-19 pandemic. What happened The following is intended only as a brief summary of t... (5 pages)View decision -
Decision Reference DRN-5381932
20 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5381932 The complaint Mr B and Mrs B complain that Royal & Sun Alliance Insurance Limited have delayed in dealing with their claim due to an escape of water. They have also not made timely payments, not paid for the full cost of alternative accommodation, and declined a contents... (5 pages)View decision -
Decision Reference DRN-5306104
20 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5306104 The complaint Mr F on behalf of F Ltd, is unhappy that HSBC Bank UK Plc decided not to refund it after Mr F says it was the victim of a scam. What happened F invested £15,947.50 into a buy-to-let property investment scheme with S. F’s payment with S was to reserve a propert... (5 pages)View decision -
Decision Reference DRN-5282439
20 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5282439 The complaint Mrs T complains that Aviva Life & Pensions UK Limited (‘Aviva’) misinformed her about her entitlement to take a tax-free cash lump sum from her personal pension. She says that meant she had to take the whole pension as a lump sum which has incurred tax char... (2 pages)View decision
