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 362195 results
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Decision Reference DRN-5175394
14 Jan 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5175394 The complaint Mrs S complains about the amount Sabre Insurance Company Limited paid to settle a claim she made on her motor insurance policy. What happened Mrs S’s vehicle was damaged after being involved in an accident in October 2023. She tried to contact Sabre to make a ... (4 pages)View decision -
Decision Reference DRN-5261233
14 Jan 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5261233 The complaint Mr P complains that Legal and General Assurance Society Limited (‘L&G’) delayed setting up his annuity. Mr P also says that because of L&G’s delays, it’s resulted in him receiving a lower income than he could’ve received were it not for their hold ups. ... (5 pages)View decision -
Decision Reference DRN-4915405
14 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4915405 The complaint Mr M complains that Revolut Ltd didn’t protect him when he fell victim to a Safe account scam. What happened Mr M received a call from someone purporting to be his bank. They explained there’d been unusual activity on his account and asked him to confirm if a p... (4 pages)View decision -
Decision Reference DRN-4915411
14 Jan 2025 National Westminster Bank Plc Not upheldConsumer CreditDRN-4915411 The complaint Mr M complains that National Westminster Bank Plc trading as Ulster Bank didn’t protect him when he fell victim to a Safe account scam. What happened Mr M received a call from someone purporting to be Ulster bank. They explained there’d been unusual activity on... (4 pages)View decision -
Decision Reference DRN-5260798
14 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5260798 The complaint Mr H has complained, via his representatives, about a transfer of his personal pension held with Aviva Life & Pensions UK Limited (‘Aviva’) to a small self-administered scheme (‘SSAS’), which completed in June 2015. Part of Mr H’s SSAS was subsequently used... (11 pages)View decision -
Decision Reference DRN-5255601
14 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5255601 The complaint A limited company, which I’ll refer to as ‘G’, is unhappy with the service it received from Bank of Scotland plc (“BOS”), including that its Bounce Back Loan (“BBL”) was defaulted. G’s complaint is brought to this service by its director, whom I’ll refer to as ... (3 pages)View decision -
Decision Reference DRN-5259029
14 Jan 2025 Topaz Finance Limited UpheldMortgagesDRN-5259029 The complaint Mr C complains that Topaz Finance Limited trading as Hyalite Mortgages did not treat him fairly when he experienced financial difficulty. What happened In 2007 Mr C took out an interest only mortgage with GMAC-RFC. The mortgage was later transferred to Mortgag... (5 pages)View decision -
Decision Reference DRN-5183583
14 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5183583 The complaint Mr W is unhappy that Nationwide Building Society didn’t notify him that regular payments that he’d scheduled to his ISA were being rejected and returned, and why that was the case. What happened Mr W had a standing order in place to pay £200 per month to his He... (3 pages)View decision -
Decision Reference DRN-5182295
14 Jan 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5182295 The complaint Mr S is unhappy with the way Zurich Assurance Limited has handled a claim made on his life assurance policy which included waiver of premium benefit. What happened Mr S made a claim for the waiver of premium benefit in 2024 as he says he has been unable to wor... (3 pages)View decision -
Decision Reference DRN-5209933
14 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5209933 The complaint Mrs J complains that Vanquis Bank Limited refused to freeze interest or put her on a payment plan when she was experiencing financial difficulties. She’s also unhappy that a default has been registered on her credit file. What happened Mrs J holds a credit card... (3 pages)View decision
