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-4920014
6 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4920014 The complaint Mr F has complained National Westminster Bank plc won’t refund him for a card transaction he didn’t authorise. What happened In October 2023 Mr F went onto an online website (D) to buy an item. This totalled £139.99. There was a delay before he was asked to aut... (2 pages)View decision -
Decision Reference DRN-5241308
6 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5241308 The complaint Mr O complains that U K Insurance Limited (UKI) unfairly cancelled his car insurance policy. Mr O has been represented by his mother in this complaint. But for ease of reference, I shall refer to anything Mr O’s mother said on his behalf, to have been said by M... (4 pages)View decision -
Decision Reference DRN-5117039
6 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5117039 The complaint Ms L has complained about a transfer of her Aviva Life & Pensions UK Limited pensions to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in February 2015. Ms L’s QROPS was subsequently used to invest in Dolphin Capital (which later became... (9 pages)View decision -
Decision Reference DRN-5241856
6 Jan 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5241856 The complaint This complaint is about a mortgage Miss W holds, jointly with her husband Mr M, with National Westminster Bank Plc (NatWest). In essence, the complaint is about how NatWest has treated Miss W and Mr M since early 2023, when they engaged the services of a debt ... (5 pages)View decision -
Decision Reference DRN-5237459
6 Jan 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5237459 The complaint Mr S complains that Everyday Lending Limited trading as Everyday Loans lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr... (5 pages)View decision -
Decision Reference DRN-5202724
6 Jan 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5202724 The complaint Miss C complains about how West Bay Insurance PLC handled a claim made on her motor insurance policy. What happened Miss C took out a policy with West Bay through a broker. When she was involved in an accident, the other driver admitted liability and she repor... (3 pages)View decision -
Decision Reference DRN-5241625
6 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5241625 The complaint Mr K complains about how AXA Insurance UK Plc (“AXA”) handled a claim under his car insurance policy. What happened Mr K had a motor insurance policy with AXA covering his car. The incident involved a named driver on his policy, but for ease I’ll refer to Mr K ... (4 pages)View decision -
Decision Reference DRN-5156961
6 Jan 2025 Legal and General Assurance (Pensions Management) Limited UpheldPensions and AnnuitiesDRN-5156961 The complaint Mr G complains that Legal and General Assurance (Pensions Management) Limited (L&G) caused avoidable delays to his pension transfer and annuity purchase, leading to a financial loss. He also complains that it provided him with poor customer service. What ha... (10 pages)View decision -
Decision Reference DRN-5240976
6 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5240976 The complaint Mr M and Mrs E complain that they have been unable to sell their home to repay an interest only mortgage they took out with Bank of Scotland Plc trading as Birmingham Midshires. They say that is because the valuation report carried out when they took the mortga... (7 pages)View decision -
Decision Reference DRN-5241177
6 Jan 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5241177 The complaint Mr M is unhappy with how Red Sands Insurance Company (Europe) Limited (Red Sands) has settled his travel insurance claim. What happened On 3 August 2023, Mr M took out a single trip travel insurance policy with Red Sands. On the same day, Mr M booked a cruise w... (6 pages)View decision
