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 369227 results
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Decision Reference DRN-5280794
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5280794 The complaint Mr S says Santander UK Plc (‘Santander’), didn’t do enough to help when he fell victim to an authorised push payment (‘APP’) investment scam. He says Santander should reimburse him the money he lost. Mr S has brought the complaint with the assistance of a prof... (4 pages)View decision -
Decision Reference DRN-5543029
20 Jun 2025 Unum Ltd Not upheldInsuranceDRN-5543029 The complaint Mr and Mrs R complain that Unum Ltd has unreasonably declined to consider a critical illness claim. They are represented by a claims management company (‘CMC’). What happened Mr R holds employee benefits through his employer’s group protection scheme – includi... (4 pages)View decision -
Decision Reference DRN-5612629
20 Jun 2025 Pier Insurance Managed Services Limited Not upheldInsuranceDRN-5612629 The complaint Mr R complains that Pier Insurance Managed Services Limited (Pier) failed to notify him before it auto-renewed his mobile phone insurance policy. Mr R is the policy holder and is being represented in this complaint by Ms R. But, for ease, I’ll refer to Mr R thr... (2 pages)View decision -
Decision Reference DRN-5583122
20 Jun 2025 Aldium Insurance Services Ltd UpheldInsuranceDRN-5583122 The complaint A limited company, which I will refer to as H, complains about the service provided by Aldium Insurance Services Ltd in relation to its commercial insurance policy. What happened The following is intended only as a brief summary of events. Additionally, even th... (5 pages)View decision -
Decision Reference DRN-5583118
20 Jun 2025 Aldium Insurance Services Ltd UpheldInsuranceDRN-5583118 The complaint A limited company, which I will refer to as S, complains about the service provided by Aldium Insurance Services Ltd in relation to its commercial insurance policy. What happened The following is intended only as a brief summary of events. Additionally, even th... (5 pages)View decision -
Decision Reference DRN-5500811
20 Jun 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5500811 The complaint Mr B complains that Kroo Bank Ltd (Kroo) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this c... (2 pages)View decision -
Decision Reference DRN-5583117
20 Jun 2025 Aldium Insurance Services Ltd UpheldInsuranceDRN-5583117 The complaint A limited company, which I will refer to as G, complains about the service provided by Aldium Insurance Services Ltd in relation to its commercial insurance policy. What happened The following is intended only as a brief summary of events. Additionally, even th... (5 pages)View decision -
Decision Reference DRN-5583121
20 Jun 2025 Aldium Insurance Services Ltd UpheldInsuranceDRN-5583121 The complaint A limited company, which I will refer to as L, complains about the service provided by Aldium Insurance Services Ltd in relation to its commercial insurance policy. What happened The following is intended only as a brief summary of events. Additionally, even th... (5 pages)View decision -
Decision Reference DRN-5639118
20 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5639118 The complaint Mr C has complained Nationwide Building Society failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) scam. I issued my provisional decision on 30 May 2025 not upholding this complaint. However, I wanted to give both s... (3 pages)View decision -
Decision Reference DRN-5580929
20 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5580929 The complaint Mrs E’s son Mr E is unhappy with Bank of Scotland plc trading as Halifax. Mr E held a Lasting Power of Attorney (LPA) on Mrs E’s account. But he found that Halifax had removed his online access to the account. Throughout the decision I’m referring to Mr E who ... (3 pages)View decision
