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 121479 results
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Decision Reference DRN-5045733
20 Feb 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5045733 The complaint Miss I and Mr P have complained that Great Lakes Insurance UK Limited declined a claim they made on a travel insurance policy. As it is Mr P leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr P purchased annual... (3 pages)View decision -
Decision Reference DRN-5285327
20 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5285327 The complaint Mr and Mrs H complain that U K Insurance Limited trading as Churchill, has made an unfair claim decision with regards to a claim made on their building’s insurance. What happened The details of this complaint and Churchill’s claim decision are well known to bot... (3 pages)View decision -
Decision Reference DRN-5344805
20 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5344805 The complaint Mrs M complains that Nationwide Building Society wrongly noted on her account that she was incapable of managing her affairs and caused her distress by not allowing her to withdraw money. Her daughter and attorney, Ms M, represents her. What happened In Februar... (3 pages)View decision -
Decision Reference DRN-5283871
20 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5283871 The complaint Ms D is being represented by a claims manager. She’s complaining about Metro Bank PLC because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms D fell victim to a cruel investment scam. She responded to an advert on social media... (5 pages)View decision -
Decision Reference DRN-5334336
20 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5334336 The complaint Mrs R has complained about her car insurer Aviva Insurance Limited, regarding a failed windscreen replacement. What happened Mrs R had a car insurance policy with Aviva which gave her cover for replacing her windscreen. On 2 December 2023, having made a windsc... (6 pages)View decision -
Decision Reference DRN-5343912
20 Feb 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5343912 The complaint Mrs U is unhappy with the way CIGNA Life Insurance Company of Europe SA-NV handled a request to add her newborn child to her ‘gold’ global healthcare plan (‘the plan’), and that it declined to cover medical and hospital fees around $7,600 (‘the medical fees’). ... (5 pages)View decision -
Decision Reference DRN-5343820
20 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5343820 The complaint Mr G is represented by a claims management company (CMC). He has complained about a transfer from his Standard Life group personal pension to a small self-administered scheme (“SSAS”) in July 2015. The Standard Life brand is now owned by Phoenix Life, but I’ll ... (20 pages)View decision -
Decision Reference DRN-5321842
20 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5321842 The complaint Mr W’s complaint is that, during the course of a mortgage application, Santander UK Plc unfairly recorded a marker against his name on a fraud prevention database, CIFAS. The marker has since been removed, but Mr W wants Santander to pay him compensation of £1... (2 pages)View decision -
Decision Reference DRN-5242743
20 Feb 2025 Topaz Finance Limited UpheldMortgagesDRN-5242743 The complaint Mr J said that he has been the victim of mortgage fraud in respect of five buy-to-let mortgages with Topaz Finance Limited trading as Siberite Mortgages (“Siberite”). He complains that when he raised his concerns with Siberite, Siberite failed to fully investig... (7 pages)View decision -
Decision Reference DRN-5167309
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5167309 The complaint Mr F is unhappy with how Santander UK Plc handled his queries when he contacted them to discuss his online banking facilities. What happened Mr F made multiple calls to Santander in April 2024 as he wanted to speak to someone about registering for online banki... (3 pages)View decision
