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 381194 results
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Decision Reference DRN-5375091
25 Mar 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5375091 The complaint Ms A is unhappy that Domestic & General Insurance Plc (D&G) sent her correspondence in the post rather than by email. What happened Ms A held several appliance insurance policies through D&G. And in December 2024 she contacted it to purchase anothe... (2 pages)View decision -
Decision Reference DRN-5290010
25 Mar 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5290010 The complaint Mr M is complaining that Red Sands Insurance Company (Europe) Limited (‘Red Sands’) declined a claim he made on his pet insurance policy. What happened In May 2024 Mr M contacted Red Sands to claim for a veterinary bill he’d incurred for his dog. The vet had sa... (4 pages)View decision -
Decision Reference DRN-5229240
25 Mar 2025 Lycett, Browne-Swinburne and Douglass Limited Not upheldInsuranceDRN-5229240 The complaint Mr S with the assistance of his representative, complains that Lycett, Browne-Swinburne and Douglass Limited (LBSD) has treated him unfairly when acting as a broker for his insurance policy. Mr S is concerned that LBSD has not acted in his best interest when so... (5 pages)View decision -
Decision Reference DRN-5395892
25 Mar 2025 Chubb European Group SE UpheldInsuranceDRN-5395892 The complaint Mr I is unhappy with what Chubb European Group SE did after he made a claim on his mobile phone insurance policy. What happened In June 2024 the back panel of Mr I’s iPhone was damaged following an accident. He thought his policy with Chubb included AppleCare c... (3 pages)View decision -
Decision Reference DRN-5333400
25 Mar 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5333400 The complaint E, complains that Metro Bank Plc unfairly registered a marker about it and its director at Cifas, the national fraud database. E’s complaint has been brought to us by its director, Mr M. What happened E had an account with Metro. Mr M has explained that he is ... (5 pages)View decision -
Decision Reference DRN-5404563
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5404563 The complaint Mr H complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he says he lost to a scam. This decision only relates to the payments made from Mr H’s account. A number of payments were also made from Mr H’s wife’s account (“Mrs H... (5 pages)View decision -
Decision Reference DRN-5369709
25 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5369709 The complaint Mr G complains Nationwide Building Society didn’t do enough to support him with problem gambling. What happened Mr G has an account with Nationwide. His account doesn’t have an overdraft and isn’t meant to go overdrawn. In other words, it’s a basic account. He ... (2 pages)View decision -
Decision Reference DRN-5422257
25 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5422257 The complaint Mrs S and Mr H complain Royal & Sun Alliance Insurance Limited unfairly declined a claim made on a pet insurance policy, Mrs S has dealt with the claim and complaint, so for ease I will refer to her below. What happened The following provides a summary of w... (4 pages)View decision -
Decision Reference DRN-5039392
25 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5039392 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money has declined to refund a disputed transaction that was made from his account, and for the way it handled his fraud claim. What happened In September 2023, Mr K says he was approached by some people... (3 pages)View decision -
Decision Reference DRN-5372978
25 Mar 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5372978 The complaint Mr G complains that HSBC UK Bank Plc hasn’t dealt reasonably with him since his account fell into arrears. What happened Mr G’s original complaint included a number of issues, some of which we don’t have the power to consider because they were brought to us to... (4 pages)View decision
