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 369227 results
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Decision Reference DRN-5510553
12 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5510553 The complaint Mr R complains about the service received from Santander UK Plc (“Santander”) regarding the issue with his bank statements. In particular Mr R is unhappy Santander sent bank statements to him by post when he’d requested it not to do so and the contradictory inf... (2 pages)View decision -
Decision Reference DRN-5595608
12 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5595608 The complaint Mr N complains that Inter Partner Assistance SA (“IPA”) declined a claim on his legal expenses insurance policy, and about the way the claim was handled. What happened Mr N was on a flight in January 2024 when an incident occurred which led to recurrence of a m... (3 pages)View decision -
Decision Reference DRN-5574752
12 Jun 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5574752 The complaint Mr E is unhappy with the advice received by Origen Financial Services Limited (Origen) about transferring his employer’s defined benefit (DB) pension benefits to a group personal pension. What happened In 2010 Mr E was offered an enhanced transfer value offer w... (4 pages)View decision -
Decision Reference DRN-5605942
12 Jun 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5605942 The complaint Mr K complains that AXA PPP Healthcare Limited applied an exclusion on his private health insurance policy. What happened Mr K holds a personal health insurance policy with AXA. He transferred from a group policy with continued medical exclusions underwriting ... (4 pages)View decision -
Decision Reference DRN-5549261
12 Jun 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5549261 The complaint Mr L is unhappy with the decision made by Acromas Insurance Company Limited (Acromas) following a claim made under his car insurance policy. Acromas is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on t... (3 pages)View decision -
Decision Reference DRN-5356828
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5356828 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr S says he’s fallen victim to an investment scam. He’d been following a Financial Conduct Authority (‘FCA’)... (5 pages)View decision -
Decision Reference DRN-5587084
12 Jun 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5587084 The complaint Mrs D and Miss D complain that Match the Cash Limited was irresponsible in its lending to them. They want all interest and charges refunded along with statutory interest and any adverse information regarding the loan removed from their credit files. Mrs D and M... (3 pages)View decision -
Decision Reference DRN-5617138
12 Jun 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5617138 The complaint Mr E has complained about the way Zurich Insurance Company Ltd handled a claim he made under his buildings insurance policy for subsidence. Reference to Mr E or Zurich includes their respective agents and representatives. What happened The circumstances aren’... (5 pages)View decision -
Decision Reference DRN-5212954
12 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5212954 The complaint Mr W complains that Bank of Scotland plc, trading as Halifax, won’t reimburse him for payments he made to a scam. Mr W’s complaint is brought by a professional representative but for ease I will refer only to Mr W in this decision. What happened The detailed ba... (4 pages)View decision -
Decision Reference DRN-5286636
12 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5286636 The complaint Mr and Mrs C complain that Bank of Scotland plc, trading as Halifax, won’t refund the money they lost when they were the victims of what they feel was a scam. What happened Sometime around August 2022, a family member told Mr and Mrs C about an opportunity the... (7 pages)View decision
