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 391431 results
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Decision Reference DRN-5322000
5 Mar 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5322000 The complaint This complaint is about two mortgages Mr M and Miss Y hold with National Westminster Bank Plc (NatWest). The essence of the complaint is that based on information given in 2019, that Mr M and Miss Y say was incorrect, Mr M and Miss selected a two-year fixed int... (5 pages)View decision -
Decision Reference DRN-5350649
5 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5350649 The complaint Mr M’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) should not have accepted his self-invested personal pension (SIPP) application from an unregulated, overseas company which resulted in him transferring from a define... (42 pages)View decision -
Decision Reference DRN-5324721
5 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5324721 The complaint Mr M and his mother Mrs M complain that Advantage Insurance Company Limited unfairly cancelled his motor insurance policy. What happened Mr M passed his driving test in about 2023. He lives in a part of the UK where new drivers are restricted to 45 miles per h... (5 pages)View decision -
Decision Reference DRN-5311522
5 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5311522 The complaint Mr V complains that Legal and General Assurance Society Limited weren’t transparent about the terms and conditions of his employer’s group critical illness policy. What happened Mr V is a beneficiary of his employer’s group scheme. He joined the scheme in April... (3 pages)View decision -
Decision Reference DRN-5338314
5 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5338314 The complaint Mr W complains about how Lloyds Bank General Insurance Limited handled and settled a claim he made under his household insurance following the loss of his hearing aids. What happened Mr W holds a policy of home insurance, which is provided by Lloyds Bank Gener... (3 pages)View decision -
Decision Reference DRN-5370570
5 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5370570 The complaint Miss R is unhappy that Inter Partner Assistance SA have declined to settle a claim she made on her travel insurance in full. What happened Miss R was going on a holiday which involved taking a connecting flight. She was at the airport and was due to board her s... (4 pages)View decision -
Decision Reference DRN-5275057
5 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5275057 The complaint Mr W’s complaint is about the handling of a legal expenses claim by The National Farmers' Union Mutual Insurance Society Limited (“NFU”). What happened In January 2020, Mr W made a claim under his policy with NFU, as he wanted to take legal action against ... (7 pages)View decision -
Decision Reference DRN-5356892
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356892 The complaint Mr E complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr E is being represented by a claims management company in this complaint. What happened The full details of this complaint are well-known to both parties a... (11 pages)View decision -
Decision Reference DRN-5325035
5 Mar 2025 Vitality Health Limited UpheldInsuranceDRN-5325035 The complaint Mrs F is unhappy with the service she received from Vitality Health Limited when she made a claim on her private medical insurance policy. What happened Mrs F made a claim on her private medical insurance policy which was declined. Mrs F complained to Vitality,... (2 pages)View decision -
Decision Reference DRN-5143120
5 Mar 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5143120 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services (RCI) was of an unsatisfactory quality. Mr D is represented in this matter by his partner Mrs D. For ease of rea... (4 pages)View decision