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 365917 results
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Decision Reference DRN-5241548
23 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5241548 The complaint Mrs M complains that U K Insurance Limited (UKI) hasn’t paid a cancelled port stop claim she made on a travel insurance policy. What happened Mrs M holds travel insurance as a benefit of a packaged account with her building society. In December 2023, Mrs M call... (3 pages)View decision -
Decision Reference DRN-5263290
23 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5263290 The complaint Mr C is unhappy about problems with using the automated telephone banking service of Bank of Scotland plc trading as Halifax. What happened Mr C tried to use Halifax’s automated telephone banking system to obtain the balance on his account. When he asked to ch... (2 pages)View decision -
Decision Reference DRN-5240466
23 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5240466 The complaint Mr A has complained about a transfer of his Aviva Life & Pensions UK Limited pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Gibraltar in September 2014. Mr A’s QROPS was subsequently used to invest in the Trafalgar Multi Asset Fund.... (11 pages)View decision -
Decision Reference DRN-5189861
23 Jan 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5189861 The complaint Miss S complains Atlanta Insurance Intermediaries Limited (Atlanta) are requesting payment of premiums following the cancellation of her motor insurance policy. Miss S is being represented in this complaint by a family member, but as Miss S was the policyholder... (2 pages)View decision -
Decision Reference DRN-5230045
23 Jan 2025 First Central Underwriting Limited UpheldInsuranceDRN-5230045 The complaint Miss M complains about the way First Central Underwriting Limited (First Central) have handled the claim she made under her motor insurance policy. What happened The details of this complaint will be well known to both parties and so I’ve summarised events. In ... (4 pages)View decision -
Decision Reference DRN-5241384
23 Jan 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5241384 The complaint Mr O complains that Inter Partner Assistance SA (IPA) has turned down a missed departure claim he made on a travel insurance policy. What happened Mr O was on holiday abroad. He hailed a taxi to take him to the airport so he could catch his return flight. Howev... (3 pages)View decision -
Decision Reference DRN-5108609
23 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5108609 The complaint Mr R complains about how Barclays Bank UK PLC treated him when he was finding it difficult to afford the monthly payments to his mortgage and mortgage current account. What happened Mr R had a mortgage and mortgage current account (MCA) with Barclays, which I ... (4 pages)View decision -
Decision Reference DRN-5030761
23 Jan 2025 EE Limited UpheldConsumer CreditDRN-5030761 The complaint Miss O complains that EE Limited is charging her for a mobile phone that she returned. She wants EE to stop charging her for the phone and to refund the payments she has made. What happened On 24 January 2024, Miss O entered into a fixed sum loan agreement with... (3 pages)View decision -
Decision Reference DRN-5127644
23 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5127644 The complaint Mr L complains that Admiral Insurance (Gibraltar) Limited unfairly declined a claim he made under his travel insurance policy. What happened In January 2024 Mr L bought an annual multi-trip travel insurance policy from Admiral. In February 2024 he faced problem... (3 pages)View decision -
Decision Reference DRN-5237114
23 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5237114 The complaint Mrs B complains Liverpool Victoria Insurance Company Limited (LV) unfairly avoided her motor insurance policy (treated it like it never existed), refused to pay her claim and kept her policy premiums. What happened Mrs B took out a motor insurance policy with ... (3 pages)View decision
