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 369228 results
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Decision Reference DRN-5583088
11 Jun 2025 Wakam UpheldInsuranceDRN-5583088 The complaint Mr A has complained about Wakam's decision to reject a claim he made under a home insurance policy. He also complained that Wakam had provided a poor service and caused delays when looking at his claim. What happened Mr A bought a home insurance policy thr... (2 pages)View decision -
Decision Reference DRN-5615404
11 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5615404 The complaint Mr A complains Lloyds Bank PLC unfairly closed his account; prevented him accessing and using funds during the notice period; returned two payments totalling £290 back to remitters; and he’s been unable to open another bank account elsewhere. He is also unhappy... (5 pages)View decision -
Decision Reference DRN-5583795
11 Jun 2025 Covea Insurance plc Not upheldInsuranceDRN-5583795 The complaint Mrs F complains Covea Insurance plc (Covea) didn’t act fairly or reasonably when she made a claim on her motor insurance policy. Covea are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Cov... (3 pages)View decision -
Decision Reference DRN-5410514
11 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5410514 The complaint Mr G trading as A, a business, complains that HSBC UK Bank Plc refused to accept the proof of address he provided in respect of his business bank account application. What happened In December 2024 Mr G applied online to HSBC for a business bank account. In th... (2 pages)View decision -
Decision Reference DRN-5616577
11 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5616577 The complaint Mr S complains that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I ... (5 pages)View decision -
Decision Reference DRN-5568392
11 Jun 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5568392 The complaint Mr P complains that Scottish Equitable Plc (“Aegon”) provided him with misleading information about an investment fund into which he placed part of his pension savings. What happened Mr P holds pension savings with Aegon in its Flexi Access Drawdown Plan on the... (3 pages)View decision -
Decision Reference DRN-5029534
11 Jun 2025 West Riding Personal Financial Solutions Ltd Not upheldInvestmentsDRN-5029534 The complaint Mr H and Miss P’s complaint against West Riding Personal Financial Solutions Ltd (“West Riding”) is about the advice and service they have received in relation to their investments. What happened Mr H became a client of West Riding in 2013 when he sought advice... (7 pages)View decision -
Decision Reference DRN-5434522
11 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5434522 The complaint Mrs P complains that Liverpool Victoria Insurance Company Limited (LV) avoided her home insurance policy, and declined her claim, following her home being burgled. Reference to Mrs P and LV includes their respective agents and/or representatives. What happene... (5 pages)View decision -
Decision Reference DRN-5512946
11 Jun 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5512946 The complaint Mr R and Mrs R complain Advantage Insurance Company Limited (Advantage) declined the claim they made under their home insurance policy following a storm. This complaint has been bought by both Mr R and Mrs R, but as Mr R has been leading in the complaint, and f... (3 pages)View decision -
Decision Reference DRN-5616537
11 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5616537 The complaint Mrs G complains Santander UK Plc had an incorrect address for her account for years, that it didn’t investigate this properly when she first raised the issue and that it still hasn’t provided an explanation. What happened Mrs G has had an account with Santander... (2 pages)View decision
