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 366874 results
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Decision Reference DRN-5458856
14 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5458856 The complaint Mr S complains on behalf of his business, N Ltd, that Santander UK Plc suddenly and without justification restricted his access to his business account, with catastrophic results. What happened N Ltd’s account was restricted by Santander on 11 October 2024. Mr... (4 pages)View decision -
Decision Reference DRN-5528304
14 May 2025 Zurich Insurance PLC UpheldInsuranceDRN-5528304 The complaint Mr and Mrs M complain about Zurich Insurance PLC’s handling of a claim under a buildings insurance policy. What happened In summary, Mr and Mrs M own a property they rent to tenants. The building was insured with Zurich under a block policy provided through the... (3 pages)View decision -
Decision Reference DRN-5558209
14 May 2025 Legal and General Assurance (Pensions Management) Limited UpheldPensions and AnnuitiesDRN-5558209 The complaint Mr C complains that Legal and General Assurance (Pensions Management) Limited (‘L&G’) caused unnecessary delays in processing his annuity request which caused him to lose out on a higher annuity income. What happened Mr C had a pension with AJ Bell and obta... (6 pages)View decision -
Decision Reference DRN-5558747
14 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5558747 The complaint Mr L complains that Aviva Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sporty hatchback, first registered in June 2020. It had a value of over £30,000.00... (4 pages)View decision -
Decision Reference DRN-5458777
14 May 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5458777 The complaint Mr N has complained that Sainsbury’s Bank Plc acted irresponsibly when it provided him with two separate personal loans in 2022. Background Mr N has explained that he has a compulsive gambling problem. He says that the loans taken out with Sainsbury’s were used... (3 pages)View decision -
Decision Reference DRN-5541662
14 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5541662 The complaint Mr B is unhappy with the service provided by Advantage Insurance Company Limited (AIC) following a claim made under his car insurance policy. What happened In August 2024 Mr B’s car was involved in an incident which resulted in him contacting AIC to make a claim. ... (4 pages)View decision -
Decision Reference DRN-5285441
14 May 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5285441 The complaint Mrs H complains that Phoenix Life CA Limited trading as Sun Life Financial of Canada (SLFC) has turned down a critical illness claim she made on a Lifestyle Security Plan. Mrs H also believes that the plan was mis-sold to her because she says she was led to bel... (3 pages)View decision -
Decision Reference DRN-5111294
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5111294 The complaint Mr H is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr H fell victim to cruel investment scam. He was researching online for investment opportunities ... (10 pages)View decision -
Decision Reference DRN-5534225
14 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5534225 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money he believes he lost as the result of an authorised push payment (‘APP’) scam. What happened In July 2019, Mr C made three £20,000 payments, as part of a £... (4 pages)View decision -
Decision Reference DRN-5524139
14 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5524139 The complaint Mr and Mrs D complain that Aviva Insurance Limited has turned down a travel disruption claim they made on a travel insurance policy. What happened Mr and Mrs D hold travel insurance as a benefit of a packaged bank account. In October 2024, Mr and Mrs D were on ... (3 pages)View decision
