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 364862 results
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Decision Reference DRN-4376772
25 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4376772 The complaint Mr C is complaining Royal & Sun Alliance Insurance Limited (RSA) has declined a claim he made against his landlord insurance policy. He’s also unhappy with the length of time it took to make the decision it did. What happened In November 2022 Mr C contacted RS... (3 pages)View decision -
Decision Reference DRN-4669294
25 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4669294 The complaint Mr W is unhappy that Bank of Scotland plc, trading as Intelligent Finance made the decision to no longer provide current accounts. What happened Mr W holds an offset mortgage with Intelligent Finance. Mr W also holds a savings account and held a current account wi... (3 pages)View decision -
Decision Reference DRN-4513558
25 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4513558 The complaint Mr G is complaining about Lloyds Bank PLC because he doesn’t agree with the way it adds transactions to his monthly credit card statements. He’s also unhappy with the way his complaint was handled, saying the bank only tried to call him once to discuss his concern... (2 pages)View decision -
Decision Reference DRN-4702279
25 Mar 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4702279 The complaint Mr and Mrs A complain that they’ve been financially disadvantaged by Aviva Life & Pensions UK Limited (‘Aviva’) because it told them that their investment withdrawal payment would be one amount when in fact it paid them a lower amount. Mr and Mrs A want Aviva ... (5 pages)View decision -
Decision Reference DRN-4706772
25 Mar 2024 Wakam UpheldInsuranceDRN-4706772 The complaint Miss W has complained about the amount Wakam charged for her pet insurance policy and how it handled her claim. What happened Miss W took out a pet insurance policy starting on 20 May 2022 for her dog, whom I’ll refer to as X. She told Wakam that X was a medium mi... (3 pages)View decision -
Decision Reference DRN-4507314
25 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4507314 The complaint Miss W is unhappy that Barclays Bank UK PLC decided not to refund her after she says she was the victim of a scam. What happened The details and background of the complaint are set out in detail in the investigators findings and these aren’t in dispute. I’ll summa... (5 pages)View decision -
Decision Reference DRN-4692163
25 Mar 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4692163 The complaint Ms G has complained that Aviva Life & Pensions UK Limited decline a claim for critical illness. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Ms G had a critical illness policy with ... (2 pages)View decision -
Decision Reference DRN-4583757
25 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4583757 The complaint Mr S and Miss B complain about U K Insurance Limited’s (‘UKI’) response to and proposed settlement of their home insurance claim. UKI are the underwriters (insurers) of this policy. A large part of this complaint concerns the actions of their appointed agents. As ... (6 pages)View decision -
Decision Reference DRN-4674642
25 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4674642 The complaint Mr M complains about how Admiral Insurance (Gibraltar) Limited (Admiral), handled a claim under his home insurance policy for damage to his property from an escape of water. Any reference to Admiral in this decision includes their agents. What happened Mr M went a... (7 pages)View decision -
Decision Reference DRN-4580562
25 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4580562 The complaint Mr P has complained Santander UK plc won’t refund him for a transaction he didn’t make. What happened In 2023 Mr P took out a monthly subscription for computer software to help him buy goods from retail websites. He paid £40 a month for this in May and June from a... (3 pages)View decision
