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 366763 results
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Decision Reference DRN-5270346
3 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5270346 The complaint Mr B, through a representative, says NewDay Ltd, trading as Marbles Card, irresponsibly lent to him. What happened Mr B opened a credit card with NewDay in January 2018. He was given a £300 credit limit. This was increased to £1,200 in June 2018, to £2,600 in O... (3 pages)View decision -
Decision Reference DRN-5243143
3 Feb 2025 Santander UK Plc Not upheldMortgagesDRN-5243143 The complaint Mr H’s complaint about Santander UK Plc (Santander) relates to the way in which Santander dealt with his application to remove his ex-wife (W) from their jointly held mortgage, otherwise known as a Change of Borrower (CoB) application. What happened In 2005 Mr... (4 pages)View decision -
Decision Reference DRN-5273682
3 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5273682 The complaint Ms B and Mr B have complained about Advantage Insurance Company Limited’s handling of a liability dispute during a claim made under their motor insurance policy. What happened Mr B is the policyholder of a motor insurance policy, underwritten by Advantage, und... (2 pages)View decision -
Decision Reference DRN-4788750
3 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4788750 The complaint Mr Z complains that Nationwide Building Soceity blocked his account and sent money that was paid into his acount back to source. What happened Mr Z has a current account with Nationwide. Mr Z used the account to receive and make payments for mobile phones that... (4 pages)View decision -
Decision Reference DRN-5268289
3 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5268289 The complaint Mrs K, with the help of a professional representative, has complained about a transfer from her Phoenix Life Limited personal pension policies to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in October 2015. The QROPS was subsequently used... (11 pages)View decision -
Decision Reference DRN-5177408
3 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5177408 The complaint Ms M complains that HSBC UK Bank Plc t/a First Direct didn’t honour a current account switch incentive payment and that the service she received when she contacted First Direct about the matter was poor. What happened In May 2024 First Direct was offering a £1... (3 pages)View decision -
Decision Reference DRN-5277009
3 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5277009 The complaint Mrs B has complained that AXA Insurance UK Plc (AXA) mis-sold her a commercial property insurance policy and public liability insurance. What happened Mrs B’s complaint has been brought on her behalf by a representative. But for ease of reference, I’ll only re... (2 pages)View decision -
Decision Reference DRN-5302560
3 Feb 2025 MetLife Europe d.a.c. UpheldInsuranceDRN-5302560 The complaint Mr T has complained that MetLife Europe d.a.c. ceased his claim for income protection benefit under his employer’s group insurance policy. What happened Mr T went off work in January 2020 because of issues with his ankle. A short course of physiotherapy was rec... (4 pages)View decision -
Decision Reference DRN-5292591
3 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5292591 The complaint Mrs H is unhappy that Admiral Insurance (Gibraltar) Limited failed to inform her that her car was repairable, and sold it at auction, after settling her claim as a total loss. Reference to Mrs H or Admiral throughout includes their agents or representatives. Wh... (3 pages)View decision -
Decision Reference DRN-5245936
3 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5245936 The complaint Mr G has complained about the settlement amount Aviva Insurance Limited paid when he made a claim for his lost wedding ring under his home insurance policy which he shares jointly with Mrs G. What happened Mr G lost his diamond wedding ring and made a claim to ... (2 pages)View decision
