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 374385 results
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Decision Reference DRN-5288029
24 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5288029 The complaint Mr A complains that Advantage Insurance Company Limited (“Advantage”) unfairly recorded a claim as opposed to a ‘notification-only’ incident against his motor insurance policy. What happened Mr A says another motorist reversed into his car. The other driver too... (3 pages)View decision -
Decision Reference DRN-5246562
24 Feb 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-5246562 The complaint Mr C complains about the length of time it took The Prudential Assurance Company Limited (‘Prudential’) to deal with his serious illness and income protection claims. What happened Mr C holds an Essentials policy with Prudential. The policy provides a lump sum... (4 pages)View decision -
Decision Reference DRN-5253872
24 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5253872 The complaint Mrs M and Mrs W, trading as ‘M’, complain about the actions of Covea Insurance Plc when responding to their ‘Property Investors Protection Plan’ commercial insurance policy. A large part of this complaint relates to the actions of agents who were acting on beha... (3 pages)View decision -
Decision Reference DRN-5299343
24 Feb 2025 Vitality Health Limited Not upheldInsuranceDRN-5299343 The complaint Mr D has complained that Vitallity Health Limited has declined cover under a private medical insurance (PMI) policy. What happened Mr D had arranged treatment for two different medical conditions. He had a consultation for the first condition on 12 December 20... (3 pages)View decision -
Decision Reference DRN-5352701
24 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5352701 The complaint Ms R has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened In spring 2024, a continuous payment authority (CPA) was set up on Ms R’s Lloyds account using her card details. A CPA is a recurri... (3 pages)View decision -
Decision Reference DRN-4826866
24 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4826866 The complaint Miss G is unhappy with how TSB Bank plc handled a claim for a refund under the chargeback scheme. What happened Around January 2024 Miss G attended a dental clinic abroad, that I’ll refer to as ‘A’, for various work including implants. She paid £3,500 on her T... (4 pages)View decision -
Decision Reference DRN-5175945
24 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5175945 The complaint Mrs T complains that The Prudential Assurance Company Limited (“Prudential”) has failed to treat her fairly by changing the maturity date of a pension plan she holds with the firm. What happened The pension plan that Mrs T holds was first opened in 1986 with an... (3 pages)View decision -
Decision Reference DRN-5352629
24 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5352629 Complaint Miss L and Mr L have complained about the overdraft charges Nationwide Building Society (“Nationwide”) applied to their current account. Miss L and Mr L are being represented, by the (“representative”), in their complaint. The representative has said the charges ... (6 pages)View decision -
Decision Reference DRN-5122349
24 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5122349 The complaint Mr L has complained that Nationwide Building Society won’t refund the money he lost after falling victim to a scam. What happened Mr L was looking for work, and was contacted by scammers posing as recruiters. They referred him to a fake employer who offered him... (2 pages)View decision -
Decision Reference DRN-5352544
24 Feb 2025 Vitality Life Limited Not upheldInsuranceDRN-5352544 The complaint Mr B complained about Vitality Life Limited (Vitality). He said he was not happy when it revised its quote, after he requested an extension to his term assurance policy. He said he would like Vitality to honour the first quote that it made to him and amend his ... (3 pages)View decision
