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-5434526
28 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5434526 The complaint Mr O has complained that Great Lakes Insurance UK Limited declined a claim he made on a travel insurance policy. Mr O is the sole policyholder. He’s been represented in making this complaint by his mother. However, for ease, I will just be referring to Mr O in... (2 pages)View decision -
Decision Reference DRN-5422505
28 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5422505 The complaint Mr and Mrs L complain that Fairmead Insurance Limited (“Fairmead”) unfairly declined cover following the theft of a gold bar and silver block, under their home contents insurance policy. What happened Mr and Mrs L’s home was burgled. They contacted Fairmead to... (3 pages)View decision -
Decision Reference DRN-5358191
28 Mar 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5358191 The complaint Mrs M is unhappy with how Scottish Widows Limited (SWL) handled her request to take a lump sum withdrawal from her pension. Mrs M said she wanted to take a partial encashment, but the full tax-free cash amount was processed and paid instead. She feels this has ... (3 pages)View decision -
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
