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 128535 results
-
Decision Reference DRN-5337665
6 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5337665 The complaint M C complains about the amount Admiral Insurance (Gibraltar) Limited paid in settlement of a claim he made under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full detail... (3 pages)View decision -
Decision Reference DRN-5283034
6 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5283034 The complaint Mr B and Mr V have complained that Tesco Underwriting Limited unfairly declined a claim under their home insurance policy for storm damage and about the way the claim was handled. What happened In April 2024 Mr B and Mr V made a claim to Tesco for storm damage... (3 pages)View decision -
Decision Reference DRN-5150588
6 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5150588 The complaint Mr M complains that Aviva Life & Pensions UK Limited (Aviva) didn’t collect the premiums for his personal pension plan for several months. Mr M says he had to raise this issue with Aviva and contact it on several occasions in order to have the issue resolve... (4 pages)View decision -
Decision Reference DRN-4962712
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4962712 The complaint Miss G complains that Revolut Ltd (“Revolut”) won’t reimburse the money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what ... (7 pages)View decision -
Decision Reference DRN-5344241
6 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5344241 The complaint Mr D complained about how Admiral Insurance (Gibraltar) Limited handled a claim on his car insurance policy. Throughout the claim and complaint process, Mr D has had a representative helping him. In this decision, any reference to Mr D includes the actions and ... (3 pages)View decision -
Decision Reference DRN-5036269
6 Mar 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5036269 The complaint Mrs J has complained, via her representatives, about a transfer of her Phoenix Life Limited (‘Phoenix Life’) personal pension to a small self-administered scheme (‘SSAS’) in May 2014. Mrs J’s SSAS was subsequently used to invest in storage units provided by Sto... (12 pages)View decision -
Decision Reference DRN-5376785
6 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5376785 The complaint Ms K is unhappy that Lloyds Bank PLC has decided not to refund her after she was the victim of a scam. What happened I set out the background to this complaint in my provisional decision, the facts of which are not in dispute. But in summary Ms K fell victim t... (4 pages)View decision -
Decision Reference DRN-5303698
6 Mar 2025 BUPA Insurance Limited UpheldInsuranceDRN-5303698 The complaint Mr L complains that BUPA Insurance Limited, trading as Bupa Global, is unfairly looking to apply a limit to his claim for cochlear implants under his international private medical insurance policy. Mr L has been represented by his father during this complaint.... (4 pages)View decision -
Decision Reference DRN-5352509
6 Mar 2025 National Westminster Bank Plc UpheldMortgagesDRN-5352509 The complaint Mr and Mrs W are unhappy that they were given incorrect information about their mortgage by National Westminster Bank Plc. Mr and Mrs W say that, as a result, they have suffered financial detriment, for which they would like the bank to compensate them. What h... (4 pages)View decision -
Decision Reference DRN-5375414
6 Mar 2025 Elderbridge Limited UpheldMortgagesDRN-5375414 The complaint Mrs C has complained about how Elderbridge Limited has dealt with her secured loan account. She says Elderbridge’s recent actions were contrary to how her account should have been handled due to her bankruptcy in 2013. Mrs C is also unhappy with how Elderbridge... (5 pages)View decision