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 367300 results
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Decision Reference DRN-4897387
27 Nov 2024 Aspen Insurance UK Limited UpheldInsuranceDRN-4897387 The complaint Mr C is complaining about the way Aspen Insurance UK Limited has handled a claim he made on his commercial property insurance policy. Aspen has used a loss adjustor to handle the claim on its behalf. But, for ease of reference, I shall refer to anything the los... (3 pages)View decision -
Decision Reference DRN-5167084
27 Nov 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-5167084 The complaint Mr C complains that Domestic & General Insurance Plc (“D&G”) failed to settle a claim under his appliance insurance policy. Where I refer to D&G, this includes the actions of its agents and claims handlers for which it takes responsibility. What h... (3 pages)View decision -
Decision Reference DRN-5102989
27 Nov 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5102989 The complaint Mr G complains that The Prudential Assurance Company Limited (“Prudential”) has failed to treat him fairly when assessing the benefits due to him under a Personal Retirement Plan that he holds. What happened Mr G holds pension savings with Prudential that are i... (4 pages)View decision -
Decision Reference DRN-4865481
27 Nov 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4865481 The complaint Miss L complains that Starling Bank Limited won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP scam). What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. But... (4 pages)View decision -
Decision Reference DRN-4786344
27 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4786344 The complaint Mr A complains that Revolut Ltd won’t refund money he lost when he fell victim to a safe account scam. Mr A is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has als... (3 pages)View decision -
Decision Reference DRN-5172907
27 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5172907 The complaint Miss T is complaining about the length of time it took U K Insurance Limited (UKI) to handle a claim she made on her car insurance policy. Miss T has been represented by her father in this complaint. But, for ease of reference, I shall refer to anything he’s sa... (3 pages)View decision -
Decision Reference DRN-5138897
27 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5138897 The complaint Mr M is unhappy Bank of Scotland plc, trading as Halifax, will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr M’s complaint has been brought by a representative, for ease of reading I will refer solely to Mr M in this de... (3 pages)View decision -
Decision Reference DRN-5166166
27 Nov 2024 Fairmead Insurance Limited UpheldInsuranceDRN-5166166 The complaint Mr S complains that Fairmead Insurance Limited has failed to pay for alternative accommodation under his home insurance policy. Where I refer to Fairmead, this includes the actions of its agents and claims handlers for which it takes responsibility. What happ... (5 pages)View decision -
Decision Reference DRN-5173353
27 Nov 2024 National House-Building Council Not upheldInsuranceDRN-5173353 The complaint Mr and Mrs H complain National House-Building Council (NHBC) unfairly declined a claim they made on their building warranty for a damaged drain. As Mr H has been the main correspondent on the claim and complaint, I’ve only referred to him throughout the decisi... (4 pages)View decision -
Decision Reference DRN-5146251
27 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5146251 The complaint Mr L complains that Nationwide Building Society failed to complete new Individual Savings Accounts (ISAs) for him, forcing him to return to the branch the next day when the interest rate had decreased. What happened On 16 October 2023 Mr L attended a branch of ... (2 pages)View decision
