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-5008904
28 Mar 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5008904 The complaint Miss A complains that Metro Bank Plc (Metro) should have paid the refund from a chargeback dispute directly to her rather than to her account with them. What happened Miss A initially raised a dispute about Metro’s handling of a chargeback claim. Following tha... (2 pages)View decision -
Decision Reference DRN-5346668
28 Mar 2025 Stonebridge International Insurance Ltd Not upheldInsuranceDRN-5346668 The complaint Mr and Mrs G’s complaint is about a claim they made on their Stonebridge International Insurance Ltd (‘Stonebridge’) pet insurance policy, which was declined. Mr and Mrs G say Stonebridge treated them unfairly. What happened The details of this complaint are we... (3 pages)View decision -
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
