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 360982 results
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Decision Reference DRN-5233271
7 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5233271 The complaint Miss F is unhappy that Santander UK Plc haven’t credited her account with refunds she obtained from two merchants. What happened In July 2024, Miss F arranged for refunds from two merchants (referred to here as Merchant A and Merchant B). Miss F was expecting t... (2 pages)View decision -
Decision Reference DRN-5205038
7 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5205038 The complaint Mrs Q complains Aviva Insurance Limited has unfairly declined a claim she’s made on her buildings insurance for the reimbursement of costs she incurred in underpinning her property following suspected subsidence. What happened Part of this complaint relates to ... (4 pages)View decision -
Decision Reference DRN-5131276
7 Jan 2025 Amtrust Europe Limited Not upheldInsuranceDRN-5131276 The complaint Ms G complains that Amtrust Europe Limited (“Amtrust”) mishandled a claim she made under her Premier Guarantee Policy and declined it unreasonably. What happened Ms G owns two adjacent properties – both covered by the Premier Guarantee with Amtrust. Issues with... (4 pages)View decision -
Decision Reference DRN-5245692
7 Jan 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5245692 The complaint Mr A has complained that Great Lakes Insurance UK Limited (Great Lakes) unfairly dealt with a claim under a home contents policy. What happened Mr A contacted Great Lakes to make a claim when his home was burgled. Great Lakes declined the claim. So, Mr A compl... (4 pages)View decision -
Decision Reference DRN-5243859
7 Jan 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5243859 The complaint Mr H’s representative (‘CMC’) complains about the due diligence Pathlines Pensions UK Limited undertook before accepting the transfer of Mr H’s defined-benefit (‘DB’) occupational pension scheme into a Self-Invested Personal Pension (‘SIPP’) and making certain ... (44 pages)View decision -
Decision Reference DRN-5139793
7 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5139793 The complaint Mr N complains about how Bank of Scotland plc trading as Halifax (“Halifax”) handled a claim he made in relation to a transaction on his credit card. What happened Mr N purchased a flight, through a company I’ll refer to as “F”, through his Halifax credit card ... (5 pages)View decision -
Decision Reference DRN-5245743
7 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5245743 The complaint Mr N complains that Phoenix Life Limited provided incorrect information to him about the value of his pension and incorrectly set up his annuity using a guaranteed annuity rate (GAR) that wasn’t reflective of his circumstances. Mr N would now like Phoenix to ho... (4 pages)View decision -
Decision Reference DRN-5211407
7 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5211407 The complaint Mrs G is unhappy with the service provided by Domestic & General Insurance Plc (“D&G”) after she claimed under her appliance protection policy. Any reference to D&G’s actions include those of its agents. What happened The background to this complain... (3 pages)View decision -
Decision Reference DRN-5228281
7 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5228281 The complaint Mr B complains that NewDay Ltd, trading as John Lewis Partnership Card (‘NewDay’), were unreasonable to block a new card he had been sent. He says they caused him distress and inconvenience. What happened Mr B ordered a new account card from NewDay and travelle... (2 pages)View decision -
Decision Reference DRN-5143225
7 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5143225 The complaint Mr T complains about U K Insurance Limited’s settlement of his car insurance claim. What happened Mr T had a car insurance policy with U K Insurance Limited (UKI). In May 2024, his car was involved in an accident and he made a claim. UKI declared Mr T’s car a t... (3 pages)View decision
