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 367928 results
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Decision Reference DRN-5339147
25 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5339147 The complaint Mr H has complained about the way U K Insurance Limited trading as Direct Line (UKI) handled a claim under his landlord insurance policy. What happened The history of this complaint is well known to the parties. So I have briefly summarised the key points belo... (2 pages)View decision -
Decision Reference DRN-5427130
25 Mar 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5427130 The complaint Mr W has complained that the offer his commercial vehicle insurer, Tradex Insurance Company PLC (‘Tradex’) made to him for his vehicle after it was declared a total loss was too low. Tradex is the underwriter of this policy i.e., the insurer. During the claim ... (4 pages)View decision -
Decision Reference DRN-5076436
25 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5076436 The complaint Mr G has complained, with the help of a professional third party, about a transfer of his pension policies to a small self-administered scheme (“SSAS”) in March 2014. The policies that are the subject of this complaint were held with ReAssure Limited. Mr G’s SS... (13 pages)View decision -
Decision Reference DRN-5286228
25 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5286228 The complaint A company, which I’ll refer to as “D”, complains that Bank of Scotland plc (“BoS”) won’t refund the money it lost to a scam. Mr C, a director of D, brings the complaint on D’s behalf. I’ll refer to Mr C and D throughout my decision. What happened Having investe... (7 pages)View decision -
Decision Reference DRN-5300433
25 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5300433 The complaint Mr and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (20 pages)View decision -
Decision Reference DRN-5371818
25 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5371818 The complaint Mr D complains Liverpool Victoria Insurance Company Limited unfairly avoided his motor insurance policy. Mr D’s been represented for the complaint. For ease of reading, I’ve referred to the representative’s actions as being Mr D’s own. What happened In May 20... (4 pages)View decision -
Decision Reference DRN-5391555
25 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5391555 The complaint Ms U and Miss U complain that AXA Insurance UK Plc has unfairly handled a claim made on their buildings insurance policy for subsidence. They don’t think AXA has handled the claim fairly with poor communication and delays. And AXA has unfairly refused to engage... (4 pages)View decision -
Decision Reference DRN-5321748
25 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5321748 The complaint Mrs C complains about Accredited Insurance (Europe) Limited (‘AIEL’)’s handling of a claim on her home emergency insurance. Mrs C’s policy was sold and is administered by a third party company on AIEL’s behalf and all her correspondence has been with this compa... (3 pages)View decision -
Decision Reference DRN-4594346
25 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4594346 The complaint Mr R complains that Lloyds Bank PLC (Lloyds) didn’t do enough to protect him when he became the victim of a job scam. He wants Lloyds to refund him the money he lost. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throug... (4 pages)View decision -
Decision Reference DRN-4844248
25 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4844248 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t reimburse the funds he lost when he fell victim to a scam. Mr M is represented in his complaint by a professional third party, but for ease, I will continue to refer to Mr M th... (3 pages)View decision
