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 366873 results
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Decision Reference DRN-4697759
29 May 2024 Covea Insurance plc UpheldInsuranceDRN-4697759 The complaint Ms T complains that Covea Insurance plc treated her unfairly when her car insurance policy was approaching the end of its term. What happened Ms T had car insurance with Covea, however, when it was approaching the end of its term, in early 2023, Covea took the dec... (2 pages)View decision -
Decision Reference DRN-4739056
29 May 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4739056 The complaint Mr T complains because AXA PPP Healthcare Limited refused to pay for consultations under his private medical insurance policy. What happened Mr T’s broker contacted AXA PPP to obtain authorisation for medical treatment under Mr T’s private medical insurance policy... (3 pages)View decision -
Decision Reference DRN-4563698
29 May 2024 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4563698 The complaint Ms P complained she was given incorrect information about her pension charges by Scottish Equitable Plc (Scottish Equitable). She understood that regular premium investments into her pension policy would attract a 0.5% fund rebate (FCR). It later transpired that t... (6 pages)View decision -
Decision Reference DRN-4809509
29 May 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4809509 The complaint Mr C has complained about the way that Scottish Widows Limited administered his pension. He said it hadn’t answered questions that he first raised in a letter in February 2021. He said it failed to action a letter that he sent to it in May 2022, asking for a pensi... (3 pages)View decision -
Decision Reference DRN-4619792
29 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4619792 The complaint Mr Z complains that Lloyds Bank PLC closed his account without providing an explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr Z had a curren... (3 pages)View decision -
Decision Reference DRN-4819015
29 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4819015 The complaint Mr and Mrs W have complained about the way Admiral Insurance (Gibraltar) Limited has handled a claim under Mr W’s Car Insurance policy. Mr and Mrs W are represented by Mr K. What happened The background to this complaint is well known to the parties, so I will not... (4 pages)View decision -
Decision Reference DRN-4797704
29 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4797704 The complaint Mr H complains that Santander UK Plc (“Santander”) failed to refund transactions he didn’t recognise. What happened Mr H’s phone was stolen, and two bank transfers ( 2 x £2,000) were sent from his account to another of his own accounts held with a different bank. ... (3 pages)View decision -
Decision Reference DRN-4765684
29 May 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4765684 The complaint Mr N complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of a scam. Mr N has a representative, but for ease of reading I will mainly just refer to Mr N. What happened The details of this complaint are well known to both parties, ... (3 pages)View decision -
Decision Reference DRN-4771022
29 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4771022 The complaint T, a limited company, complains that HSBC UK Bank Plc (“HSBC”) have failed to refund the money it lost as part of a scam. T’s complaint is being brought by Mr N a director of T. T also has a representative, but for ease of reading, I will mainly just refer to T an... (3 pages)View decision -
Decision Reference DRN-4816528
29 May 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4816528 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance was of an unsatisfactory quality. Mr R has been represented during the claim and complaint process by Mrs R. For ease of reference... (5 pages)View decision
