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 384131 results
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Decision Reference DRN-5452130
2 Apr 2025 ReAssure Limited Not upheldInsuranceDRN-5452130 The complaint Mr and Mrs G complain that ReAssure Limited gave them incorrect information about their critical illness insurance policy. What happened Mr and Mrs G made a claim under their critical illness insurance policy with ReAssure after Mr G was sadly diagnosed with ca... (2 pages)View decision -
Decision Reference DRN-5449232
2 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5449232 The complaint Mr D complains Metro Bank PLC loaded a marker against him, on a national fraud database. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this case, inviting both parties to let me have any further comments and evidenc... (4 pages)View decision -
Decision Reference DRN-5204277
2 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5204277 The complaint Miss P has complained about the way Tesco Personal Finance Limited dealt with her claim for money back in relation to treatment she paid for on her credit card. What happened The circumstances of the complaint are well known to the parties, so I won’t go over ... (4 pages)View decision -
Decision Reference DRN-5368895
2 Apr 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5368895 The complaint Miss S complained that, about a year after she paid off her mortgage with Accord Mortgages Limited, it contacted her to refund some money. Miss S said Accord had kept this from her for a year, and said it had done nothing at all to make up for that. What happen... (3 pages)View decision -
Decision Reference DRN-5435700
2 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5435700 The complaint Mr L has complained about the cash settlement he received from Aviva Insurance Limited (‘Aviva’) following his claim for water damage under his buildings insurance policy. What happened At the end of October 2024, Mr L noticed water marks on the kitchen ceilin... (3 pages)View decision -
Decision Reference DRN-5374975
2 Apr 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5374975 The complaint Miss M and Mr P complain about how BUPA Insurance Limited reduced the No Claims Discount (“NCD”) on their private health insurance policy. What happened Miss M and Mr P hold a private health insurance policy which is provided by Bupa. Miss M had two linked pr... (2 pages)View decision -
Decision Reference DRN-5328206
2 Apr 2025 Unum Ltd Not upheldInsuranceDRN-5328206 The complaint Mr M is unhappy that Unum Ltd (Unum) declined his income protection claim. What happened Mr M has a group income protection policy through his employer. The policy provides a benefit under certain circumstances after a deferred period of 26 weeks on an own occu... (4 pages)View decision -
Decision Reference DRN-5164375
2 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5164375 The complaint Mr P complains that Phoenix Life Limited unreasonably delayed the payment of some pension benefits due following the death of his father. What happened Mr P has been assisted in making this complaint by his mother. But in this decision, for ease, I will general... (3 pages)View decision -
Decision Reference DRN-5421043
2 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5421043 The complaint Mr and Mrs M complain that when they tried to remortgage with National Westminster Bank Plc, the valuer raised concerns about an annex. Mr and Mrs M said they could show the concerns weren’t well founded, but NatWest wouldn’t listen to them. What happened Whils... (7 pages)View decision -
Decision Reference DRN-5451936
2 Apr 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5451936 The complaint Mr C complained about advice he was given to transfer the benefits of two defined-benefit (DB) pension schemes, to a type of personal pension plan. Harbour Rock Capital Limited is now responsible for answering this complaint. To keep things simple therefore, I’... (11 pages)View decision
