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 370149 results
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Decision Reference DRN-4981046
22 Aug 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4981046 The complaint Mr B complains that Lloyds Bank General Insurance Limited trading as MBNA (Lloyds) declined a claim made under his home insurance policy. What happened In December 2023 Mr B made a claim to Lloyds, his home insurance provider. He said a storm had caused damage... (4 pages)View decision -
Decision Reference DRN-4980499
22 Aug 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4980499 The complaint Mr F complains about the way National Savings and Investments (“NSI”) handled his applications to gift premium bonds to each of his his four grandchildren. What happened Mr F is an existing customer of NSI. Shortly before Christmas 2023 he bought four £1,000 pr... (3 pages)View decision -
Decision Reference DRN-4836781
22 Aug 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4836781 The complaint Miss M complains that when she made a claim Watford Insurance Company Europe Limited cancelled her policy, as they said she’d provided incorrect information when taking out her cover. And they’re now seeking to recover their outlay from her. What happened Miss ... (4 pages)View decision -
Decision Reference DRN-4877945
22 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4877945 The complaint Mr P complains that Revolut Ltd won’t refund the full amount of money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. B... (3 pages)View decision -
Decision Reference DRN-4948739
22 Aug 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4948739 The complaint The estate of Mrs M has complained that Aviva Life & Pensions UK Limited declined a terminal illness claim. What happened Mrs M had a life assurance policy with Aviva. It started on 8 July 2003 for a term of 20 years – the expiry date was 8 July 2023. Very ... (2 pages)View decision -
Decision Reference DRN-4980589
22 Aug 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4980589 The complaint Miss O is unhappy Wise Payments Limited (trading as Wise) hasn’t reimbursed her for the money she lost when she fell victim to a scam. What happened Miss O was contacted by an individual claiming to be from her main bank account provider (which I’ll call ‘L’).... (4 pages)View decision -
Decision Reference DRN-4980569
22 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4980569 The complaint Miss O is unhappy Lloyds Bank Plc hasn’t reimbursed her for the money she lost when she fell victim to a scam. What happened Miss O was contacted by an individual claiming to be from Lloyds. She was told that her accounts with Lloyds and with others were at ri... (4 pages)View decision -
Decision Reference DRN-4888107
22 Aug 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4888107 The complaint Mr and Mrs D complain about legal costs, arrears fees, and insurance premiums that were added to their mortgage balance by Mortgage Agency Services Number Five Limited (MAS5). They also complain that the interest rate charged was punitive and too high. What h... (3 pages)View decision -
Decision Reference DRN-4972196
22 Aug 2024 AIB Group (UK) Plc UpheldBanking and PaymentsDRN-4972196 The complaint Mr B complains that AIB Group (UK) Plc sent him statements for another customer’s account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the r... (2 pages)View decision -
Decision Reference DRN-4083280
22 Aug 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-4083280 The complaint Mr M complains that Novia Financial Plc (“Novia”) failed in its duty by not completing due diligence on the investments held in his Self-Invested Personal Pension (SIPP). He says this has resulted in him suffering a financial loss. Mr M is being represented in... (36 pages)View decision
