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-5555840
14 May 2025 AWP P&C S.A. Not upheldInsuranceDRN-5555840 The complaint Mr R has complained that AWP P&C S.A. have declined his claim for vandalism to his bicycle. What happened Mr R held a bicycle insurance policy with AWP. Mr R made a claim under the policy because over the Christmas holidays while he was away, Mr R left hi... (2 pages)View decision -
Decision Reference DRN-5542754
14 May 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5542754 The complaint Mr B has complained about the handling of a claim by Zurich Insurance Company Ltd. What happened Mr B took out a bicycle insurance policy underwritten by Zurich on 7 July 2024. A fortnight later, whilst riding his bike Mr B had a crash and damaged it. He submit... (2 pages)View decision -
Decision Reference DRN-5537706
14 May 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5537706 The complaint Mrs I complains that Scottish Widows Limited (Scottish Widows) have mis-administered her Personal Pension Plan (the plan) giving rise to personal tax liabilities she says should not have been incurred. She wants the tax liability paid and compensation for the i... (6 pages)View decision -
Decision Reference DRN-5207527
14 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5207527 The complaint Mr and Mrs B complain that Santander UK Plc (Santander) didn’t stop numerous transactions (each of around £1.00) from leaving their account. The amounts have been refunded but they are unhappy with how this has been handled by Santander. What happened The backg... (2 pages)View decision -
Decision Reference DRN-5518022
14 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5518022 The complaint Mr M and Miss M complain about the way Aviva Insurance Limited (‘Aviva’) handled a claim for damage under their home insurance policy. Mr M has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to ... (4 pages)View decision -
Decision Reference DRN-5390957
14 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5390957 The complaint Mr G has complained about TSB Bank plc temporarily reversing a refund by mistake. What happened In late 2024, TSB credited Mr G’s account with £450, which was a refund from a fraud claim. That same day, TSB reversed the refund due to a processing error. The nex... (2 pages)View decision -
Decision Reference DRN-5426342
14 May 2025 esure Insurance Limited UpheldInsuranceDRN-5426342 The complaint Miss T complains that esure Insurance Limited (‘esure’) didn’t renew her motor insurance policy which led to her being stopped by the police. What happened Miss T spoke to esure on the phone in August 2023 to question why a direct debit payment hadn’t gone out... (6 pages)View decision -
Decision Reference DRN-5153162
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5153162 The complaint Miss B complains Revolut Ltd blocked her account and gave her misleading information. What happened The detailed background to this complaint is well known to both parties. As such, I’ll provide only an overview of the most essential facts here. Miss B has an... (4 pages)View decision -
Decision Reference DRN-5486428
14 May 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5486428 The complaint Mr A complains that Zurich Insurance PLC (Zurich) voided his motor insurance policy and didn’t pay his theft claim. What happened Mr A transferred his motor insurance via a broker to a policy underwritten by Zurich in July 2022. The policy said the insured veh... (3 pages)View decision -
Decision Reference DRN-5292649
14 May 2025 Legal & General Home Finance Limited Not upheldMortgagesDRN-5292649 The complaint Mt T complains that Legal & General Home Finance Limited (L&G) unfairly required him to apply for a drawdown on his lifetime mortgage and delayed releasing the drawdown. What happened In July 2024, L&G issued a mortgage offer to Mr T for a lifetime ... (3 pages)View decision
