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 128312 results
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Decision Reference DRN-4837314
1 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4837314 The complaint Ms N complains about how Nationwide Building Society handled a chargeback claim. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Ms N approached Nationwide... (7 pages)View decision -
Decision Reference DRN-4749224
1 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4749224 The complaint Mr and Mrs B are unhappy with how Aviva Insurance Limited (Aviva) has dealt with their travel insurance claim. Any reference to Aviva includes all its agents. What happened Mr and Mrs B have travel insurance cover alongside their bank current account. The underwri... (3 pages)View decision -
Decision Reference DRN-4745139
1 Jul 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4745139 The complaint Mr H and Miss O are unhappy that the Co-operative Bank Plc, trading as Britannia, redeemed their offset mortgage without their permission. What happened To briefly summarise: Mr H and Miss O had an offset mortgage with Britannia that was scheduled to end in July 2... (3 pages)View decision -
Decision Reference DRN-4785174
1 Jul 2024 Greenfields Financial Management Limited UpheldInvestmentsDRN-4785174 The complaint In amongst numerous points, Mrs R complains about the management of her two Collective Retirement Accounts and Investment Savings Account portfolio by Greenfields Financial Management Limited (referred to as “Greenfields”). In summary, she says Greenfields failed ... (10 pages)View decision -
Decision Reference DRN-4841190
1 Jul 2024 The Equine and Livestock Insurance Company Limited UpheldInsuranceDRN-4841190 The complaint Mrs K’s complaint is about a claim she made on her equine insurance policy underwritten by The Equine and Livestock Insurance Company Limited trading as www.horse insurance.co.uk (‘ELI’), which was declined. Mrs K says ELI treated her unfairly. What happened Mrs K... (4 pages)View decision -
Decision Reference DRN-4873474
1 Jul 2024 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-4873474 The complaint Mr S complains that HUB Financial Solutions Limited (HUB) provided him with an incorrect annuity quote which had failed to allow for its commission, resulting in a financial loss. And that it then caused him further financial loss and a considerable amount of dist... (13 pages)View decision -
Decision Reference DRN-4876488
1 Jul 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4876488 The complaint W, a limited liability company’s complaint is about a claim it made on its The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) business protection insurance policy for loss or rent arising out of damage to its property. W says NFU treated it ... (4 pages)View decision -
Decision Reference DRN-4767465
1 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4767465 The complaint Mr N has complained about esure Insurance Limited. He isn’t happy about the way his claim was settled after a claim under his motor insurance policy. What happened Mr N made a claim under his motor insurance policy and his car was deemed a total loss. Mr N eventua... (2 pages)View decision -
Decision Reference DRN-4676589
1 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4676589 The complaint Mr and Mrs A are unhappy that AXA Insurance UK Plc is seeking to proportionately reduce the settlement they are due under a claim they made for subsidence damage to their home. What happened Mr and Mrs A held a home insurance policy with AXA which was incepted in... (4 pages)View decision -
Decision Reference DRN-4832268
1 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4832268 The complaint Mr E complains that Bank of Scotland plc trading as Halifax aren’t allowing him to make a payment to his homeowner loan. What happened Mr E says he’s been trying to make a payment through his Halifax online banking to pay his homeowner loan, but he’s been unable t... (4 pages)View decision