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 380824 results
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Decision Reference DRN-4984440
24 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4984440 The complaint Mrs N and Mr N complain about Royal & Sun Alliance Insurance Limited’s handling of their subsidence claim. What happened The background to this complaint is well known to both parties, so I’ll give only a brief summary here, concentrating on the key issues.... (6 pages)View decision -
Decision Reference DRN-5278265
24 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5278265 The complaint Mr D complains about the price quoted by Royal & Sun Alliance Insurance Limited (“RSA”) to renew his pet insurance policy. What happened Mr D received a quote to renew his policy which he says was significantly higher than what he’d paid the previous year.... (3 pages)View decision -
Decision Reference DRN-5252229
24 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5252229 The complaint Mr G complains that NewDay lent irresponsibly when it approved three different credit card applications he made and increased the credit limits. What happened Mr G applied for a Debenhams credit card with NewDay in February 2019. In his application, Mr G said ... (4 pages)View decision -
Decision Reference DRN-5034512
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5034512 The complaint Mr P complains that Revolut Ltd won’t refund money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. In summary, Mr P complains that he made the following card paymen... (8 pages)View decision -
Decision Reference DRN-5285687
24 Jan 2025 Covea Insurance plc Not upheldInsuranceDRN-5285687 The complaint Mr S has complained that Covea Insurance plc declined a sickness claim he made on his mortgage payment protection insurance (PPI) policy. What happened Mr S became unwell in December 2023. However, upon making a claim on the policy, it was declined on the basi... (4 pages)View decision -
Decision Reference DRN-5246526
24 Jan 2025 Metro Bank PLC Not upheldMortgagesDRN-5246526 The complaint Mr M complains that Metro Bank PLC has refused to offer him another interest rate product on his mortgage. What happened In 2022 Mr M took out a mortgage with Metro Bank on a fixed rate due to end on 28 March 2025. In April 2024 Metro Bank called Mr M and aske... (2 pages)View decision -
Decision Reference DRN-5284912
24 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5284912 The complaint Mr A complains Santander UK Plc (“Santander”) blocked his account and withheld funds of around £10,000 causing him significant financial loss, distress, and inconvenience. Mr A adds that Santander reported adverse information about him to other banks which has ... (5 pages)View decision -
Decision Reference DRN-5080396
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5080396 The complaint Ms K complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. Ms K is being represented by a third party. To keep things simple, I will refer to Ms K throughout my decision. What happened The background of t... (2 pages)View decision -
Decision Reference DRN-5001627
24 Jan 2025 Covea Insurance plc Not upheldInsuranceDRN-5001627 The complaint Mr J complains about how Covea Insurance plc handled a claim he made on his home insurance policy. Reference to Covea includes its agents. What happened Mr J held a home insurance policy with Covea. When his wall fell, he made a claim to Covea for the damage to... (3 pages)View decision -
Decision Reference DRN-5220844
24 Jan 2025 American International Group UK Limited Not upheldInsuranceDRN-5220844 The complaint D, a limited company complains about what American International Group UK Limited (AIG) did after it made a claim on its business protection insurance policy. What happened D took out cover with AIG in September 2021 and the policy renewed the following year. I... (5 pages)View decision
