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 120614 results
-
Decision Reference DRN-5359146
26 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5359146 The complaint Ms H is unhappy that Nationwide Building Society didn’t contact her when they didn’t receive ISA reinvestment instructions from her. What happened Ms H has a fixed-term ISA with Nationwide which she had held for many years and reinvested several times. Ms H’s ... (3 pages)View decision -
Decision Reference DRN-5357627
26 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5357627 The complaint Miss F complains Barclays Bank UK PLC trading as Barclaycard hasn’t accepted a promissory note as payment towards her outstanding credit card balance. What happened In September 2024, Miss F wrote to Barclaycard with a promissory note a... (2 pages)View decision -
Decision Reference DRN-5356680
26 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5356680 The complaint Mrs Z and Mr Z complain about U K Insurance Limited’s handling of a subsidence claim made under their property owners insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a brief summary here, focus... (11 pages)View decision -
Decision Reference DRN-5144165
26 Feb 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5144165 The complaint Mr and Mrs H are unhappy with the time it took for Legal and General Assurance Society Limited to pay their critical illness claim. They’re also unhappy with the service and settlement they received. Although this is a joint policy, the claim itself is for Mr H... (6 pages)View decision -
Decision Reference DRN-5003623
26 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5003623 The complaint Miss C complains that Revolut Ltd didn’t do enough to protect her when she made payments toward a scam, and that it hasn’t refunded her since she discovered that scam. What happened The background to this complaint is well-known to all parties and so I’ll only ... (10 pages)View decision -
Decision Reference DRN-5321961
26 Feb 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5321961 The complaint Mr M and Mrs M have complained that Tesco Underwriting Limited (Tesco) unfairly declined part of a claim under their home insurance policy. What happened Mr M and Mrs M found damage to their home following a storm. They contacted Tesco to make a claim and expl... (4 pages)View decision -
Decision Reference DRN-5286235
26 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5286235 The complaint Miss A complains about Liverpool Victoria Insurance Company Limited’s cancellation of her car insurance policy. What happened Miss A had a car insurance policy with LV from August 2023. In March and April 2024, LV informed her of missed monthly payments on the ... (4 pages)View decision -
Decision Reference DRN-5356259
26 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356259 The complaint Mrs T complains that Revolut Ltd (‘Revolut’) won’t refund the money that she lost to an investment scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mrs T throughout this decision. What happened The background to this ... (13 pages)View decision -
Decision Reference DRN-5356198
26 Feb 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5356198 The complaint Mrs C complains because Red Sands Insurance Company (Europe) Limited (‘Red Sands’) said she’d need to pay an additional premium for her travel insurance policy when she told it about a new medical condition. All references to Red Sands include the agents appoin... (5 pages)View decision -
Decision Reference DRN-5343918
26 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5343918 The complaint Mr A complains that Aviva Insurance Limited (“Aviva”) declined a claim under his boiler cover policy. When I mention Aviva, I also mean its contractors and suppliers. What happened Mr A had a boiler repair policy with Aviva covering his domestic boiler. In late... (4 pages)View decision
