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 375868 results
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Decision Reference DRN-5325446
19 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5325446 The complaint Mrs S complains that Bank of Scotland plc trading as Halifax told her they wouldn’t be automatically renewing the cash card on her savings account when it expired. What happened Mrs S has savings accounts with Halifax and had been issued with a cash card for he... (3 pages)View decision -
Decision Reference DRN-4944001
19 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-4944001 The complaint Miss R complains Covea Insurance plc has unfairly settled a claim she’s made on her motor insurance policy and is unhappy with the time this took and the impact it had on her. What happened The circumstances of this complaint are well known to the parties and h... (3 pages)View decision -
Decision Reference DRN-4127104
19 Mar 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-4127104 The complaint Mr D complains about a reviewable whole of life (RWOL) policy he holds with Phoenix Life CA Limited t/a Sun Life Financial of Canada (SLFOC). He’s unhappy with the outcome of a policy review held in 2020 which said that changes needed to be made to either the p... (13 pages)View decision -
Decision Reference DRN-5409573
19 Mar 2025 Investec Wealth & Investment Limited Not upheldInvestmentsDRN-5409573 The complaint Mr T complains that Investec Wealth & Investment Limited (“Investec”) didn’t give him sufficient time to decide whether to consent to his corporate ISA being moved to another investment manager. What happened Mr T initially opened a corporate ISA with Inves... (4 pages)View decision -
Decision Reference DRN-5410238
19 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5410238 The complaint Mrs C says Bank of Scotland plc, trading as Halifax (“Halifax”), didn’t do enough to help when she fell victim to a scam. She says Halifax should reimburse the money she lost. In bringing the complaint to our service, Mrs C has used the services of a professio... (4 pages)View decision -
Decision Reference DRN-5356694
19 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5356694 The complaint Mr H has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim under his home insurance policy. What happened Mr H contacted RSA to make a claim for malicious damage when he found damage to his garden gate and fence and rub... (2 pages)View decision -
Decision Reference DRN-5386384
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5386384 The complaint Miss H has complained about the handling of a claim made under her home insurance policy by U K Insurance Limited. Miss H is represented by Ms N, but for simplicity I will just refer to representations as being made by Miss H. What happened The details of this ... (2 pages)View decision -
Decision Reference DRN-5399229
19 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5399229 The complaint A company, which I’ll refer to as T, complains that West Bay Insurance Plc trading as Zenith Insurance failed to issue a certificate of structural adequacy following a subsidence claim on T’s buildings insurance policy. Mr M, who is a director of T, brings the ... (3 pages)View decision -
Decision Reference DRN-5410051
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5410051 The complaint Mr G complains Revolut Ltd didn’t do enough to help him when he shared the fact that he has a gambling problem. What happened Mr G has told us that he has a gambling problem for a few years and at the time of this complaint had been in recovery for approximatel... (4 pages)View decision -
Decision Reference DRN-5365943
19 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5365943 The complaint Mr C is unhappy with the service he received from Barclays Bank UK PLC surrounding a default that was applied to his account. What happened Mr C had a credit account with Barclays. In 2023, Mr C fell into financial difficulties which had a negative impact on hi... (3 pages)View decision
