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-5399756
31 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5399756 The complaint Mr A is unhappy Aviva Insurance Limited hasn’t resolved an issue with a waste pipe in his house after he sought assistance from his home emergency policy. What happened In August 2024 Mr A contacted Aviva to say he had a blocked basin in his family bathroom. He... (2 pages)View decision -
Decision Reference DRN-5406178
31 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5406178 The complaint Mr E is unhappy that Watford Insurance Company Europe Limited (‘Watford’) didn’t accept claims made under the personal accident section of a bike insurance policy he had the benefit of, after he was involved in a road traffic accident. Although Mr E is being r... (3 pages)View decision -
Decision Reference DRN-5212953
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5212953 The complaint Miss K complains that Revolut Ltd won’t refund money she lost when she fell victim to an impersonation scam. Miss K is being represented by solicitors in her complaint. What happened On 26 October 2023, after having unwittingly clicked on a phishing text rega... (4 pages)View decision -
Decision Reference DRN-5441750
31 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5441750 The complaint Mr W complains that U K Insurance Limited trading as NIG (“UKI”) unfairly cancelled his insurance policy. What happened Mr W has commercial van insurance with UKI. In March 2023 his vehicle was hit by a third party while it was waiting at a r... (4 pages)View decision -
Decision Reference DRN-5441565
31 Mar 2025 USAY BUSINESS LTD UpheldInsuranceDRN-5441565 The complaint Mr E is unhappy that USAY BUSINESS LTD (Usay) mis-sold a private medical insurance policy to him. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. In November 202... (7 pages)View decision -
Decision Reference DRN-5369553
31 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5369553 The complaint Mr R complains about the service he received from Bank of Scotland plc trading as Halifax (“Halifax”), when he called it about transactions it had blocked. What happened I’ll provide a summary of events below. Mr R holds an account with Halifax. He used his deb... (2 pages)View decision -
Decision Reference DRN-5441295
31 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5441295 The complaint Mr G complains that National Westminster Bank Plc have changed their mind about allowing his mortgage to stay on interest only at a time when he needed support. He said he signed a contract in good faith and now NatWest have voided that contract. What happened ... (4 pages)View decision -
Decision Reference DRN-5377381
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5377381 The complaint A company, which I’ll refer to as C, complains that Lloyds Bank PLC caused delay in changes to its account mandate What happened C has a business current account with Lloyds. In the spring of 2024, C approached the bank with the aim of adding a person to the ac... (2 pages)View decision -
Decision Reference DRN-5119067
31 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5119067 The complaint Mrs S complains Tesco Personal Finance Limited (trading as Tesco Bank) unfairly declined her claim under section 75 Consumer Credit Act 1974 (CCA) relating to the installation of a water sewage treatment plant at her home. What happened On around 5 April 2024,... (5 pages)View decision -
Decision Reference DRN-5442132
31 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5442132 The complaint Mr W complains that Santander UK Plc will not refund money he lost to a scam. What happened In July 2023 Mr W came across an investment opportunity online which purported to use AI for trading. He was interested and so submitted his details on an enquiry form.... (4 pages)View decision
