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 360264 results
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Decision Reference DRN-5329666
5 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5329666 The complaint Mrs N’s complaint is about the handling of a claim under the legal expenses insurance section of her home insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of th... (4 pages)View decision -
Decision Reference DRN-5332905
5 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5332905 The complaint Mrs C is unhappy U K Insurance Limited trading as Direct Line (“UKI”) has declined a claim made on her pet insurance policy. Any reference to UKI includes the actions of its agents. What happened The circumstances of this complaint are well known between the pa... (2 pages)View decision -
Decision Reference DRN-5351040
5 Mar 2025 Vitality Health Limited Not upheldInsuranceDRN-5351040 The complaint Mr C has complained about the handling of a medical insurance claim by Vitality Health Limited. Mr C is represented by Mrs C, but in the main I have referred just to Mr C for ease of reading. What happened The background to this complaint is well known to the p... (2 pages)View decision -
Decision Reference DRN-5287329
5 Mar 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5287329 The complaint Mr S complains that AXA PPP Healthcare Limited declined to pay for further treatment under a private health insurance policy as it said his condition was now chronic. What happened Mr S has held private health insurance cover through a group plan since 1 Augus... (3 pages)View decision -
Decision Reference DRN-5290967
5 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5290967 The complaint Ms M has complained that PayPal UK Ltd (“Xoom”) blocked a payment she attempted to make, as it required her to provide photo ID. Ms M is unhappy with how Xoom handled the request that she provide photo ID. What happened Ms M attempted to send £300 in USD using ... (3 pages)View decision -
Decision Reference DRN-5322000
5 Mar 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5322000 The complaint This complaint is about two mortgages Mr M and Miss Y hold with National Westminster Bank Plc (NatWest). The essence of the complaint is that based on information given in 2019, that Mr M and Miss Y say was incorrect, Mr M and Miss selected a two-year fixed int... (5 pages)View decision -
Decision Reference DRN-5350649
5 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5350649 The complaint Mr M’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) should not have accepted his self-invested personal pension (SIPP) application from an unregulated, overseas company which resulted in him transferring from a define... (42 pages)View decision -
Decision Reference DRN-5324721
5 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5324721 The complaint Mr M and his mother Mrs M complain that Advantage Insurance Company Limited unfairly cancelled his motor insurance policy. What happened Mr M passed his driving test in about 2023. He lives in a part of the UK where new drivers are restricted to 45 miles per h... (5 pages)View decision -
Decision Reference DRN-5311522
5 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5311522 The complaint Mr V complains that Legal and General Assurance Society Limited weren’t transparent about the terms and conditions of his employer’s group critical illness policy. What happened Mr V is a beneficiary of his employer’s group scheme. He joined the scheme in April... (3 pages)View decision -
Decision Reference DRN-5338314
5 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5338314 The complaint Mr W complains about how Lloyds Bank General Insurance Limited handled and settled a claim he made under his household insurance following the loss of his hearing aids. What happened Mr W holds a policy of home insurance, which is provided by Lloyds Bank Gener... (3 pages)View decision
