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 4257 results
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Decision Reference DRN-5022047
17 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5022047 The complaint Mr L complains that National Westminster Bank Plc (‘NatWest’) won’t refund money he says was lost after falling victim to a scam. What happened In May 2022, Mr L made payments to purchase a holiday lodge, which would be let out on his behalf. Mr L purchased th... (4 pages)View decision -
Decision Reference DRN3058122
9 Jul 2013 Aviva Insurance Limited Not upheldInsurance (excluding PPI)summary of complaintMr and Mrs A complain about Aviva Insurance Limited’s refusal to indemnify their legal costs in relation to a legal claim against the developer who built their property and their neighbour in respect of the incorrect positioning of a boundary fence between their prop... (4 pages)View decision -
Decision Reference DRN-3568112
22 Jul 2022 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-3568112 The complaint Mr O complains about Standard Life Assurance Limited’s (Standard Life) role in the delay to the transfer of his self-invested personal pension (SIPP) to a new platform. He says the delay meant his fund dropped by over £100,000 for which he would like to be reimbur... (10 pages)View decision -
Decision Reference DRN-3880823
12 May 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-3880823 The complaint Mr W complains that Advantage Insurance Company Limited mishandled his claim on a motor insurance policy. What happened Mr W lives in a county on the edge of the national road network. The subject matter of the claim and the complaint is a car with a “15” registra... (4 pages)View decision -
Decision Reference DRN7117134
27 Mar 2020 PCF Credit Limited UpheldBanking and creditMr K complains that a car that was supplied to him under a conditional sale agreement with PCF Credit Limited was misrepresented to him.backgroundA used car was supplied to Mr K under a conditional sale agreement with PCF Credit that he signed in June 2017. He complained to PCF Credit that... (4 pages)View decision -
Decision Reference DRN6291866
2 Aug 2018 Monmouthshire Building Society Not upheldBanking and creditMrs A complains about action Monmouthshire Building Society (“MBS”) took after a lasting power of attorney was registered on her account. This complaint is brought by Mr B and Mrs C, who hold lasting power of attorney for Mrs A.backgroundMr B and Mrs C told us that ... (3 pages)View decision -
Decision Reference DRN-3829368
8 Mar 2023 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-3829368 The complaint J, a charity, is unhappy with what DAS Legal Expenses Insurance Company Limited did after it made a claim on its legal expenses insurance policy. What happened J’s supplier made a claim against it for unpaid charges. J sought assistance under its legal expenses po... (3 pages)View decision -
Decision Reference DRN2202804
22 Feb 2019 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr E has complained about Tesco underwriting Limited’s decision to cancel his carinsurance policy as if it didn’t exist.backgroundIn November 2017 Mr E bought a car insurance policy with Tesco. He said he lived in a citywhich I’ll call ‘B’.In January 2018 Mr E made ... (4 pages)View decision -
Decision Reference DRN-4008886
17 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4008886 The complaint Mr S and Ms W complain that Lloyds Bank PLC won't refund in full money they lost as a result of a scam. What happened On 15 February 2023, I issued my provisional decision on this complaint. I wanted to give both sides the chance to submit any further evidenc... (7 pages)View decision -
Decision Reference DRN-3015483
6 Sep 2021 Zurich Insurance PLC Not upheldInsuranceDRN-3015483 The complaint Mr H complained that Zurich Insurance plc (Zurich) made a fraud allegation against him following claims for two separate leaks at his home, but it didn’t formally decline his second claim. Mr H’s legal representative brought the complaint, and a Loss Assessor also... (7 pages)View decision
