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 366763 results
-
Decision Reference DRN-4956631
21 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4956631 The complaint Mr J complains that TSB Bank plc informed him that the wrong account was closing and unfairly recorded a default against him. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some ... (4 pages)View decision -
Decision Reference DRN-5574061
21 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5574061 The complaint Mrs B complains that Nationwide Building Society won’t refund her for what she says are unauthorised transactions. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key event... (3 pages)View decision -
Decision Reference DRN-5528533
20 May 2025 Insight Financial Associates Limited Not upheldPensions and AnnuitiesDRN-5528533 The complaint Mr L complains that his financial adviser, Insight Financial Associates Limited (“Insight”) , failed to inform him about the Money Purchase Annual Allowance (“MPAA”) and the consequences of triggering it by taking taxable withdrawals from his personal pension p... (5 pages)View decision -
Decision Reference DRN-5556470
20 May 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5556470 The complaint Mr B and Mrs B have complained about Accredited Insurance (Europe) Ltd’s response to a claim made under their home insurance policy. For ease of reading references to Accredited in my decision also include its appointed claims handling agents. What happened The... (3 pages)View decision -
Decision Reference DRN-5549200
20 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5549200 The complaint Mr W complains that National Westminster Bank Plc did not uphold his claims arising from payments made to a timeshare relinquishment service. He says he did not receive the services he paid for. Mr W has been represented in bringing this complaint by a claims m... (3 pages)View decision -
Decision Reference DRN-5563587
20 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5563587 The complaint Mr F complained about Admiral Insurance (Gibraltar) Limited’s handling of his repair claim under his motor insurance policy. What happened Mr F’s car was damaged, and Admiral had their approved garage repair it. Mr F said they didn’t repair his car’s paint coa... (4 pages)View decision -
Decision Reference DRN-5556311
20 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5556311 The complaint Mr A complains that Aviva Insurance Limited declined his travel insurance claim. What happened Mr A has travel insurance through his bank account, the insurer is Aviva. He missed his flight to a European country due to his train delay. He claimed on the policy... (3 pages)View decision -
Decision Reference DRN-5409992
20 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5409992 The complaint Ms H has complained that Aviva Insurance Limited didn’t direct her to the nearest hospital for treatment under a private medical insurance policy and that it won’t undertake to do so in future. What happened Ms H has health insurance as an employee benefit of ... (2 pages)View decision -
Decision Reference DRN-5515502
20 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5515502 The complaint Miss D complains that Starling Bank Limited didn’t credit her account upfront when she raised a chargeback claim. She’s also unhappy that the bank said that due to unusual activity on her account it wouldn’t be able to refund her straightaway. Miss D doesn’t be... (3 pages)View decision -
Decision Reference DRN-5555900
20 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5555900 The complaint Mr K and Ms R complain that Aviva Insurance Limited declined their travel insurance claim. What happened Mr K and Ms R have travel insurance through a bank account, the insurer is Aviva. They missed their flight to Europe. They told Aviva that when booking the... (2 pages)View decision
