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 121115 results
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Decision Reference DRN-4517287
11 Jan 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4517287 The complaint Mr G and Ms I complain AXA Insurance Plc’s proposed settlement of their contents claim is too low. Mr G and Ms I are both policyholders. Both have referred their complaint to this service. But Mr G has been the main correspondent. So for ease of reading I’ve gener... (2 pages)View decision -
Decision Reference DRN-4550217
11 Jan 2024 Unum Ltd UpheldInsuranceDRN-4550217 The complaint Ms R complains about Unum Ltd’s decision to turn down her income protection claim. What happened Ms R is covered under her employer’s income protection policy. The aim of the policy is to pay benefit if she can’t work in her occupation due to illness or injury aft... (4 pages)View decision -
Decision Reference DRN-4516750
11 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4516750 The complaint Mr M complains that National Westminster Bank Plc (NatWest) made mistakes with the process of switching his account from another financial business causing inconvenience. What happened In March 2023 Mr M visited a local branch and spoke to the branch staff about s... (3 pages)View decision -
Decision Reference DRN-4552566
11 Jan 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4552566 The complaint Mr D complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). He wants to be put back into the position he would have... (44 pages)View decision -
Decision Reference DRN-4538186
11 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4538186 The complaint Mrs B says Santander UK Plc irresponsibly allowed her to continue to use her overdraft facility. What happened Mrs B has had an overdraft limit on her account for several years. In April 2023, Mrs B complained to Santander that she’d become reliant on it as a high... (3 pages)View decision -
Decision Reference DRN-4475384
11 Jan 2024 Covea Insurance plc UpheldInsuranceDRN-4475384 The complaint Covea Insurance plc (“Covea”) voided Ms S’ motor policy when it found that she made a qualifying misrepresentation when the policy was incepted. Ms S thinks it’s unfair her premiums haven’t been refunded. What happened Ms S made a claim. When Covea validated the d... (2 pages)View decision -
Decision Reference DRN-4552704
11 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4552704 The complaint Mr A and Miss W complain that esure Insurance Limited’s handling of a claim on their joint motor insurance policy resulted in a County Court Judgement (CCJ) to be issued against Mr A. This has had a significant on-going financial impact on them. What happened esur... (4 pages)View decision -
Decision Reference DRN-4551320
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4551320 The complaint Ms P complains that Monzo Bank Ltd won’t refund £60 she says wasn’t dispensed by an ATM. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all again here in detail. But I will provide an overview of events bel... (3 pages)View decision -
Decision Reference DRN-4552212
11 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4552212 The complaint Mr P complained because Lloyds Bank plc refused to refund him for transactions he said he didn’t make. What happened On 11 July 2023, Mr P contacted Lloyds. He’d just received his credit card statement, and there were three transactions on 1 and 2 July which he sa... (5 pages)View decision -
Decision Reference DRN-4523334
11 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4523334 The complaint Mr P complains that it took three calls and a visit to his branch for a telephone number to be corrected on an account held with Bank of Scotland plc trading as Halifax. What happened In January 2023 Mr P tried to make an online payment using his Halifax card. He ... (2 pages)View decision
