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 382298 results
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Decision Reference DRN-5442599
31 Mar 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5442599 The complaint Mr and Mrs H have complained that they have been paying twice for breakdown assistance with the Automobile Association which was sold by Automobile Association Insurance Services Limited (AAISL). One was direct with the AAISL since 1995 and the other was throug... (4 pages)View decision -
Decision Reference DRN-5442511
31 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5442511 The complaint Mr R has complained about the transfer of his Phoenix Life Limited (Phoenix Life) personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta (Harbour Pensions) on 3 March 2014. Mr R’s QROPS was subsequently used to invest in The Blackm... (11 pages)View decision -
Decision Reference DRN-5440145
31 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5440145 Complaint Ms C is unhappy that HSBC UK Bank Plc didn’t refund her after she reported falling victim to a scam. Background In 2021, Ms C was offered an investment opportunity involving the management of her funds by an individual I’ll refer to as Mr V. Mr V was presented as a... (4 pages)View decision -
Decision Reference DRN-5373692
31 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5373692 The complaint Mr A complains Kroo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name after transactions he didn’t authorise occurred on his account. What happened The detailed background to this... (4 pages)View decision -
Decision Reference DRN-4879945
31 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4879945 The complaint Ms C, who is represented, complains that National Westminster Bank PLC (‘NatWest’) won’t reimburse her money she lost after she was defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly be... (3 pages)View decision -
Decision Reference DRN-5345507
31 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5345507 The complaint Mr G complains that NewDay Ltd lent to him irresponsibly. What happened NewDay provided Mr G with a credit card account in November 2021. Initially, his credit limit was set at £450; Mr G’s credit limit was then increased four times in the years that followed... (5 pages)View decision -
Decision Reference DRN-5442382
31 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5442382 The complaint Mrs P complains the amount Admiral Insurance (Gibraltar) Limited paid for her car after she claimed on her car insurance policy following her car being stolen. What happened Mrs P’s car was stolen so she claimed on her policy with Admiral. Admiral reviewed the ... (2 pages)View decision -
Decision Reference DRN-5442292
31 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5442292 The complaint Mr V’s complaint is about the rejection of acclaim under his pet insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). What happened Mr V holds a pet insurance policy with RSA, which provides cover for his dog. The policy includes cover for ... (3 pages)View decision -
Decision Reference DRN-5431740
31 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5431740 The complaint Ms W and Ms W complain about U K Insurance Limited trading as Prudential Home Insurance (“UKI”) and the service provided to them after they made a claim on their home insurance policy. They also complain about UKI’s decision to cash settle the claim and the imp... (7 pages)View decision -
Decision Reference DRN-5395905
31 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5395905 The complaint Mr C complains Aviva Insurance Limited (Aviva) didn’t properly carry out repairs to his car following a claim. Any references to Aviva include its agents. What happened Mr C’s car was involved in an accident. He logged a claim with Aviva, and it arranged for ... (3 pages)View decision
