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 370903 results
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Decision Reference DRN-5431265
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5431265 The complaint Ms C has complained that Lloyds Bank PLC (“Lloyds”) failed to protect her from becoming the victim of an investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the ... (5 pages)View decision -
Decision Reference DRN-5424643
31 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5424643 The complaint Mr F complains that Aviva Life & Pensions UK Limited (“Aviva”) didn’t tell him his limit order to buy shares had been placed until after the market had closed. He said he’d never intended to hold the shares beyond the trading day and would have sold at a pr... (3 pages)View decision -
Decision Reference DRN-5377398
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5377398 The complaint A company, which I’ll refer to as W, complains that Lloyds Bank PLC caused delay in changes to its account mandate. What happened W has a business current account with Lloyds. In the spring of 2024, W approached the bank with the aim of adding a person to the a... (2 pages)View decision -
Decision Reference DRN-5328617
31 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5328617 The complaint Mr R is unhappy Inter Partner Assistance SA (IPA) declined cover for his claim. What happened Mr R has a travel insurance policy under underwritten by IPA. He booked a return trip abroad. He went on holiday, but unfortunately his flight to his departure airpo... (3 pages)View decision -
Decision Reference DRN-5442246
31 Mar 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5442246 The complaint Mr S complains that Phoenix Life Limited trading as Standard Life (Phoenix) online projections of his pension plan declined significantly overnight, causing distress and wasted time in considering alternative pension providers. He wants a detailed explanation o... (5 pages)View decision -
Decision Reference DRN-5426490
31 Mar 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5426490 The complaint Mr and Mrs G’s complaint is about the handling of claims made under the legal expenses section of a household insurance policy by AmTrust Specialty Limited. The complaint is about claims made by Mr G, and he has been the main correspondent throughout, so I will... (9 pages)View decision -
Decision Reference DRN-5399756
31 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5399756 The complaint Mr A is unhappy Aviva Insurance Limited hasn’t resolved an issue with a waste pipe in his house after he sought assistance from his home emergency policy. What happened In August 2024 Mr A contacted Aviva to say he had a blocked basin in his family bathroom. He... (2 pages)View decision -
Decision Reference DRN-5406178
31 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5406178 The complaint Mr E is unhappy that Watford Insurance Company Europe Limited (‘Watford’) didn’t accept claims made under the personal accident section of a bike insurance policy he had the benefit of, after he was involved in a road traffic accident. Although Mr E is being r... (3 pages)View decision -
Decision Reference DRN-5212953
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5212953 The complaint Miss K complains that Revolut Ltd won’t refund money she lost when she fell victim to an impersonation scam. Miss K is being represented by solicitors in her complaint. What happened On 26 October 2023, after having unwittingly clicked on a phishing text rega... (4 pages)View decision -
Decision Reference DRN-5441750
31 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5441750 The complaint Mr W complains that U K Insurance Limited trading as NIG (“UKI”) unfairly cancelled his insurance policy. What happened Mr W has commercial van insurance with UKI. In March 2023 his vehicle was hit by a third party while it was waiting at a r... (4 pages)View decision
