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-5211321
6 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5211321 The complaint Miss Q complains about how Aviva Insurance Limited (“Aviva”) handled a claim to repair some electrical problems under her home electrics insurance policy. When I mention Aviva I also mean its suppliers. What happened Miss Q had a home electrics insurance policy... (2 pages)View decision -
Decision Reference DRN-5240009
6 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5240009 The complaint Mrs M complains Nationwide Building Society (Nationwide) did not do enough to help her recover the cost of a holiday at a resort, which she paid for using her debit card. What happened I issued my provisional decision on this complaint in November 2024. I’ve re... (8 pages)View decision -
Decision Reference DRN-5138389
6 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5138389 The complaint Mrs D and Mr D complain that AXA Insurance UK Plc have delayed in settling their claim. What happened Mrs D and Mr D held a buildings and contents insurance policy with AXA, and they made a claim under the policy in June 2019 following an ingress of water that... (2 pages)View decision -
Decision Reference DRN-5215515
6 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5215515 The complaint Miss L is unhappy Revolut Ltd won’t reimburse money she lost to a scam. What happened Around July 2022, Miss L came across a social media advert promoting a cryptocurrency investment which appeared to be endorsed by some well-known media personalities. She prov... (10 pages)View decision -
Decision Reference DRN-5242693
6 Jan 2025 West Bay Insurance Plc UpheldInsuranceDRN-5242693 The complaint Miss A complains that West Bay Insurance Plc (“West Bay”) sold the salvage of her car without permission and lost her personal items, following a claim she made under her motor insurance policy. What happened Miss A was involved in a collision when driving. Sh... (4 pages)View decision -
Decision Reference DRN-5219629
6 Jan 2025 Amtrust Europe Limited Not upheldInsuranceDRN-5219629 The complaint Mr B has complained about Amtrust Europe Limited. He isn’t happy about the way it dealt with a claim under his breakdown recovery insurance policy. Any reference to Amtrust includes any agents or organisations acting on its behalf. What happened Mr B made a cla... (2 pages)View decision -
Decision Reference DRN-5242915
6 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5242915 The complaint Mr and Mrs W complained that they didn’t benefit under their home insurance policy with AXA Insurance UK Plc (“AXA”) when they made a claim following a water leak. What happened Mr and Mrs W had a water leak. To minimise the damage to their property, they immed... (3 pages)View decision -
Decision Reference DRN-4657681
6 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4657681 The complaint Miss A has complained about how Santander UK Plc has handled two disputes for transactions made using her credit card account. What happened I issued my provisional decision about this complaint on 18 December 2024. I set out the background to this complaint as... (7 pages)View decision -
Decision Reference DRN-4923639
6 Jan 2025 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-4923639 The complaint Ms S is unhappy with the advice she received from what is now Utmost Life and Pensions Limited (Utmost) to transfer benefits from her former employer’s defined benefit (DB) scheme to a personal pension. She believes the advice was negligent and has caused her t... (6 pages)View decision -
Decision Reference DRN-5207735
6 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5207735 The complaint Miss O is unhappy that Starling Bank Limited allowed a merchant to retake a reversed payment from her account. What happened In April 2024, Miss O authorised a payment of £357.03 to a merchant. The following month, in May 2024, the merchant unexpectedly reimbur... (2 pages)View decision
