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 369228 results
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Decision Reference DRN-5379482
10 Mar 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5379482 The complaint Mr M complains about the response of Zurich Insurance Company Ltd to a claim he made on buildings insurance policy. Much of Mr M’s dissatisfaction relates to the actions of Zurich’s agents when responding to the claim. As Zurich accept they’re responsible for t... (5 pages)View decision -
Decision Reference DRN-5328863
10 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5328863 The complaint Mr P complains about the level of service provided by Advantage Insurance Company Limited (Advantage) after he made a claim on his motor insurance policy. What happened Mr P made a claim on his policy after his car was damaged when it hit a pot hole. Advantage... (2 pages)View decision -
Decision Reference DRN-4997896
10 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4997896 The complaint Ms M has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an impersonation scam and hasn’t refunded the money she lost. What happened The background of this complaint is already known to both parties, so I won’t repea... (4 pages)View decision -
Decision Reference DRN-5308396
10 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5308396 The complaint Mrs W has complained Santander UK plc allowed her son and daughter to withdraw money from her account without her consent. What happened A lasting power of attorney for property and financial affairs was registered by Mrs W acting as the donor in May 2024. Her ... (2 pages)View decision -
Decision Reference DRN-5128422
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5128422 The complaint Mr P is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Around Septemb... (9 pages)View decision -
Decision Reference DRN-5343488
10 Mar 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5343488 The complaint Miss N’s complaint is about Great Lakes Insurance SE’s handling of a claim under the legal expenses section of her home insurance policy. Great Lakes is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents ... (4 pages)View decision -
Decision Reference DRN-5257697
10 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5257697 The complaint Ms W is unhappy with the level of service Nationwide Building Society provided when she went into branch to enquire about her savings account. What happened Ms W had a savings account with Nationwide that was due to mature. She went into branch the day before ... (2 pages)View decision -
Decision Reference DRN-5288371
10 Mar 2025 AWP P&C S.A. Not upheldInsuranceDRN-5288371 The complaint Mr H complains that AWP P&C S.A. declined his claim against a travel insurance policy. Reference to AWP includes its agents. What happened Mr H has travel insurance as a benefit of a current account. Whilst he was on a trip Mr H suffered dental problems; a... (3 pages)View decision -
Decision Reference DRN-5068473
10 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5068473 The complaint Mrs Q has complained Vanquis Bank Limited never properly responded when she complained about being pursued for repayment of a loan she’d never taken out. What happened After receiving correspondence from a debt collection agency, Mrs Q got in touch with Vanquis... (2 pages)View decision -
Decision Reference DRN-5381256
10 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5381256 The complaint Mr G complains that Bank of Scotland plc trading as Halifax didn’t pay the right amount of interest on his savings account and also about the poor service he received when trying to resolve the issue. What happened I issued my provisional decision on this case ... (3 pages)View decision
