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 380712 results
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Decision Reference DRN-5277297
24 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5277297 The complaint Mrs F is unhappy with what Liverpool Victoria Insurance Company Limited did after she made a claim on her legal expenses insurance policy. All references to LV include its agents and claims handlers. What happened Mrs F had an employment dispute and submitted a... (5 pages)View decision -
Decision Reference DRN-5284741
24 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5284741 The complaint Mrs H is unhappy with National Westminster Bank Plc. Mrs H wanted to draw out a very large sum of cash (£60,000) from a bank branch. Mrs H spoke to the bank about drawing out the money, but agreement couldn’t be reached on releasing her the cash. What happened... (10 pages)View decision -
Decision Reference DRN-5248110
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5248110 The complaint Mr L is unhappy that HSBC UK Bank Plc will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr L has brought his complaint through a representative, for ease of reading I will refer solely to Mr L in this decision. What hap... (4 pages)View decision -
Decision Reference DRN-5249905
24 Jan 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5249905 The complaint Mr S says that Lex Auto Lease Ltd (‘Lex’), trading as Land Rover Contract Hire, were unreasonable to register a default against him. What happened Mr S entered into a hire agreement with Lex in June 2019 to fund the provision of a car. On 4 April 2024 after the... (2 pages)View decision -
Decision Reference DRN-5284606
24 Jan 2025 Vitality Health Limited Not upheldInsuranceDRN-5284606 The complaint Mr T complains that Vitality Health Limited has declined a claim under a private health insurance policy. What happened Mr T held private health cover through his employer, provided by Vitality. The policy was underwritten on a moratorium basis, and the start ... (3 pages)View decision -
Decision Reference DRN-5229588
24 Jan 2025 Unum Ltd Not upheldInsuranceDRN-5229588 The complaint Mr B is unhappy that Unum Ltd have declined claims he made on a group income protection policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reasons for my decision. What... (2 pages)View decision -
Decision Reference DRN-5249488
24 Jan 2025 RAC Insurance Limited Not upheldInsuranceDRN-5249488 The complaint Mr S is unhappy RAC Insurance Limited turned down a claim he made on his legal expenses insurance policy. Although the policy is in joint names as this claim relates to Mr S I’ll refer to him in this decision. All references to RAC include its agents and claims... (3 pages)View decision -
Decision Reference DRN-5284289
24 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5284289 The complaint Ms S and Mr T are unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim they made under their home insurance policy. What happened There have been various business or individuals involved in the claim and complaint acting as agent... (7 pages)View decision -
Decision Reference DRN-5219694
24 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5219694 The complaint Miss A complains that NewDay trading as Aqua lent irresponsibly when granting her a credit card and subsequent credit increases. What happened In August 2018 Miss A applied for a credit card with Aqua with an initial limit of £450. Her limit went on to be incr... (6 pages)View decision -
Decision Reference DRN-5276720
24 Jan 2025 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5276720 The complaint Mr G complains about the service he received from Scottish Friendly Assurance Society Limited (“Scottish Friendly”) when transferring the proceeds of his Personal Pension Plan (PPP) to another provider. He’d like compensation for what happened. What happened I... (10 pages)View decision
