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 349064 results
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Decision Reference DRN-5053645
2 Oct 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5053645 The complaint Mr C complains about the poor service provided by Phoenix Life Limited after he enquired about accessing his pension. The value of the pension subsequently fell significantly, and Mr C considers he would have received a higher value had it not been for the firm... (3 pages)View decision -
Decision Reference DRN-4587841
2 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4587841 The complaint Mr D complains about the way AXA Insurance UK Plc dealt with a buildings insurance claim and the distress caused by delays with the claim. What happened Mr D is the leasehold owner of a flat. The building insurance is arranged by the freeholder but he is able t... (2 pages)View decision -
Decision Reference DRN-4933651
2 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4933651 The complaint Mr C is unhappy that Santander UK Plc won't refund transactions on his account which he says he didn't make or authorise. What happened Mr C says he lost his bag which contained his bank card and mobile phone. On 20 March 2024 he contacted Santander a... (4 pages)View decision -
Decision Reference DRN-5018493
2 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5018493 The complaint Mr G is unhappy with several aspects of the service that Bank of Scotland plc, trading as Halifax, have provided to him, including how they’ve handled his complaint. What happened Mr G has both Bank of Scotland (“BOS”) branded accounts and Halifax branded accou... (3 pages)View decision -
Decision Reference DRN-4712390
2 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4712390 The complaint Mr A complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he became the victim of a scam and would like HSBC to refund him the money he has lost as a result. Mr A is represented by Mrs A, his mum. What happened Mr A was be... (4 pages)View decision -
Decision Reference DRN-4960683
2 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4960683 The complaint Mr S complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr S’s boiler broke down and was declared beyond economical repair. He says Aviva then quote... (2 pages)View decision -
Decision Reference DRN-5056209
2 Oct 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5056209 The complaint Mr F’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with him under Section 140A of the Consumer Credit Act ... (5 pages)View decision -
Decision Reference DRN-5056604
2 Oct 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5056604 The complaint Mr B complains that The Royal Bank of Scotland Plc (RBS) blocked his debit card whilst he was abroad and about the subsequent service he received. What happened In summary, Mr B was abroad when RBS blocked a debit card transaction for a taxi he had booked. He ... (3 pages)View decision -
Decision Reference DRN-4718475
2 Oct 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4718475 The complaint Miss M complains Amtrust Europe Limited unfairly declined a claim she made on her building warranty. What happened When Miss M bought her leasehold property in early 2022, it came with a building warranty in place with Amtrust (the warranty started in November ... (2 pages)View decision -
Decision Reference DRN-4865797
2 Oct 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4865797 The complaint Ms B is unhappy that Domestic & General Insurance Plc (D&G) replaced her appliance with the door opening from the incorrect side. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are... (3 pages)View decision
