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 375119 results
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Decision Reference DRN-5643442
22 Jul 2025 Newcastle Building Society Not upheldBanking and PaymentsDRN-5643442 The complaint Mrs W complains Newcastle Building Society (NBS) can’t find an old account of hers. What happened Mrs W found an old passbook and letter from NBS, saying she’d made a withdrawal in 2007 and had over £1,300 left in the account. There were no entries after the ... (3 pages)View decision -
Decision Reference DRN-5688223
22 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5688223 The complaint Ms B complains about AXA Insurance UK Plc (AXA) cancelling her motor insurance policy following validation of the policy. Any reference to AXA in this decision includes their agents. What happened Ms B took out a motor insurance policy with AXA in June 2024. ... (5 pages)View decision -
Decision Reference DRN-5660272
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5660272 The complaint Mr M complains Barclays Bank UK PLC’s IT outage meant he had to travel by taxi at some considerable cost. What happened Mr M had to pay someone £3,500 for a part payment for an investment. Mr M says he tried to transfer the money, but Barclay’s IT outage prev... (3 pages)View decision -
Decision Reference DRN-5704097
22 Jul 2025 Vitality Health Limited Not upheldInsuranceDRN-5704097The complaint Mx X has complained about how Vitality Health Limited has handled a claim she made on a private medical insurance policy. What happened Mx X contacted Vitality requesting to see a therapist for a particular condition. She first made contact in 201 9, although she d... (2 pages)View decision -
Decision Reference DRN-5386006
22 Jul 2025 Scottish Widows Limited Not upheldInsuranceDRN-5386006 The complaint Mr A complains SCOTTISH WIDOWS LIMITED treated him unfairly when it sold him a policy he’d believed would provide for him when he retired, but which turned out to be a life and critical illness insurance policy. What happened In 2012, Mr A met with a represent... (3 pages)View decision -
Decision Reference DRN-5700845
22 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5700845 The complaint Mrs M has complained about the way U K Insurance Limited intends to settle a claim she made for storm damage under a home insurance policy she shares jointly with Mr M. For ease, I’ve referred to Mrs M in my decision as the lead complainant on behalf of Mr and ... (4 pages)View decision -
Decision Reference DRN-5441283
22 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5441283 The complaint Mr K is unhappy HSBC Bank Plc (trading as “First Direct”) closed his accounts without notice and without providing a reason. What happened First Direct wrote to Mr K on 22 October 2024 explaining that it would no longer offer him banking services, effective im... (3 pages)View decision -
Decision Reference DRN-5672565
22 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5672565 The complaint Mr D has complained that Accredited Insurance (Europe) Ltd (AIEL) has unfairly rejected a claim he made under his home insurance policy and is seeking to recover the claim costs from him. AIEL has applied its fraud term to reject Mr D’s claim. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-5524583
22 Jul 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5524583 The complaint Mr P complains because Liverpool Victoria Financial Services Limited (‘LV’) cancelled his income protection insurance policy and is seeking to recover monies paid to him. What happened Mr P took out an income protection insurance policy, provided by LV, in Janu... (3 pages)View decision -
Decision Reference DRN-4782990
22 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4782990 The complaint Ms R is complaining that Wise Payments Limited didn’t do enough to prevent her from falling victim to an investment scam. The complaint is brought on her behalf by a professional representative. What happened In May 2022 Ms R fell victim to an investment scam.... (6 pages)View decision
