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 121262 results
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Decision Reference DRN-3818095
7 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3818095 The complaint Mr K has complained that British Gas Insurance Limited’s technicians provided a poor level of service under his Homecare insurance policy, which led to damage to his floor and an injury to his arm. What happened Mr K thought there was a water leak in his kitchen a... (2 pages)View decision -
Decision Reference DRN-3847118
7 Dec 2022 Unum Ltd UpheldInsuranceDRN-3847118 The complaint Mrs S complains that Unum Ltd turned down an income protection claim she made on her employer’s group insurance policy. What happened Mrs S was a member of her employer’s group income protection policy. She was insured on an ‘own occupation’ basis. The policy defe... (5 pages)View decision -
Decision Reference DRN-3847124
7 Dec 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3847124 The complaint Mr G complains about the way AXA PPP Healthcare Limited handled his private medical insurance claim. What happened Briefly, Mr G made a private medical insurance claim when he was referred to a specialist for varicose vein treatment. AXA requested a procedure code... (3 pages)View decision -
Decision Reference DRN-3770300
7 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3770300 The complaint Mr L has complained that Nationwide Building Society irresponsibly lent to him. What happened Mr L opened a credit card account with Nationwide in January 2019. The initial credit limit was £5,400. Mr L eventually defaulted on his credit card. Mr L says that Natio... (3 pages)View decision -
Decision Reference DRN-3846990
7 Dec 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3846990 The complaint R, a partnership complains that Bank of Ireland (UK) Plc (BOI) sent sensitive information to an unauthorised third party. R is represented by its partners. What happened R complained to BOI after finding out that bank statements for its business account had been e... (2 pages)View decision -
Decision Reference DRN-3846325
7 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3846325 The complaint Miss C complains that National Westminster Bank Plc won’t refund a disputed payment made from her current account. What happened Miss C says that in December 2021 her phone was stolen while she was on a night out. The next morning Miss C saw she had received an em... (3 pages)View decision -
Decision Reference DRN-3846763
7 Dec 2022 The Royal Bank of Scotland Plc UpheldMortgagesDRN-3846763 The complaint This complaint is about a letter Mrs F received concerning outstanding arrears on a closed mortgage previously held with The Royal Bank of Scotland Plc (“RBS”). What happened Mrs F held a mortgage with her ex-husband which has outstanding arrears on it. Mrs F reac... (3 pages)View decision -
Decision Reference DRN-3814967
7 Dec 2022 Santander UK Plc UpheldMortgagesDRN-3814967 The complaint Mr and Mrs M are unhappy that, when their interest-only mortgage term ended in 2014, Santander UK Plc would not extend the term. As a result, they took out an equity release mortgage, which they did not want. What happened I will summarise the complaint in less de... (5 pages)View decision -
Decision Reference DRN-3727006
7 Dec 2022 ReAssure Limited UpheldInvestmentsDRN-3727006 The complaint Mr T complains that ReAssure Limited incorrectly calculated the surrender value of his whole of life policy. What happened In November 1989 Mr T took out a reviewable whole of life policy with a business that has since been acquired by ReAssure. The policy initial... (3 pages)View decision -
Decision Reference DRN-3819433
7 Dec 2022 ITI Capital Limited UpheldInvestmentsDRN-3819433 The complaint Mrs R complains ITI Capital Limited (“ITI Capital”) didn’t administer her account properly. In particular she says ITI Capital failed to give her timely access to her account and took too long to transfer her account out to her new provider. What happened Mrs R ex... (2 pages)View decision
