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 381196 results
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Decision Reference DRN-5438527
28 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5438527 The complaint The estate of Mr G complains about the time it took Bank of Scotland plc (trading as Halifax) to release the deeds for Mr G’s property. What happened Mr G’s estate is represented in this complaint by one of the executors, Mr G1. Mr G1 is the late Mr G’s son. He... (13 pages)View decision -
Decision Reference DRN-5350058
28 Mar 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5350058 The complaint Mr T complains that Highway Insurance Company Limited (‘Highway’) voided his motorbike insurance policy and declined his claim. What happened In March 2022 Mr T took out through a broker a motorbike insurance policy underwritten by Highway. In August 2023, he... (4 pages)View decision -
Decision Reference DRN-5363494
28 Mar 2025 Aviva Equity Release UK Limited Not upheldMortgagesDRN-5363494 The complaint The estate of Mrs T complains that Aviva Equity Release UK Limited (Aviva) has started legal action to take possession of the property it holds an equity release mortgage over. The estate wants Aviva to cease legal action and allow it to sell the property. The ... (3 pages)View decision -
Decision Reference DRN-5006533
28 Mar 2025 One Call Insurance Services Limited Not upheldInsuranceDRN-5006533 The complaint A company, which I’ll refer to as B, complains that One Call Insurance Services Limited (One Call) incorrectly took money following a claim which resulted in the cancellation of its commercial motor insurance policy. What happened In July 2022, B took out a com... (3 pages)View decision -
Decision Reference DRN-5438582
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5438582 The complaint B complain National Westminster Bank Plc (“NatWest”) caused undue delay and failed to properly handle a compliance information request from a correspondent bank when instructing it to send funds to another firm of solicitors for a property transaction. B say Na... (5 pages)View decision -
Decision Reference DRN-4893240
28 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4893240 The complaint Ms D complains that Wise Payments Limited (‘Wise’) won't refund the money she lost after she fell victim to a scam. Ms D is represented in this matter by a third party, but for ease of reading I have referred to Ms D throughout this decision. What happened... (4 pages)View decision -
Decision Reference DRN-5362655
28 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5362655 The complaint Ms K complains about Liverpool Victoria Insurance Company Limited (LV), following its response to her insurance claim. What happened Ms K is a landlord and has insurance with LV. In June 2024 she submitted a claim to LV for damage to the dining and kitchen wal... (2 pages)View decision -
Decision Reference DRN-5417633
28 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5417633 The complaint Mr H complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Mr H was looking for an investment opportunity when he heard about a company I will refer to as “B”. Interested, Mr H reached out to B... (6 pages)View decision -
Decision Reference DRN-5422847
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5422847 The complaint Mr S has complained about a National Westminster Bank PLC (“NatWest”) branch visit he made to remove a block that has been applied to one of his accounts. What happened In December 2023, NatWest applied a block to one of Mr S’s accounts. NatWest tried to contac... (4 pages)View decision -
Decision Reference DRN-5352413
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5352413 The complaint Mr B complains that he didn’t receive the £200 incentive he was offered by Nationwide Building Society for switching his current account to them. What happened In May 2024 Mr B received a letter from Nationwide which offered an incentive payment of £200 if he s... (3 pages)View decision
