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 354447 results
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Decision Reference DRN-5216714
17 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5216714 The complaint Mrs R complains Aviva Insurance Limited didn’t handle a claim against her home insurance policy fairly. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in th... (3 pages)View decision -
Decision Reference DRN-5066880
17 Dec 2024 Vitality Health Limited Not upheldInsuranceDRN-5066880 The complaint Miss H is unhappy with the way that Vitality Health Limited has handled a claim she made on her private health insurance 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 ... (2 pages)View decision -
Decision Reference DRN-5197328
17 Dec 2024 Wakam UpheldInsuranceDRN-5197328 The complaint Mr A is unhappy with the service provided by Wakam after avoiding his home insurance policy, and refusing to pay his contents claim. Wakam is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. ... (6 pages)View decision -
Decision Reference DRN-5215291
17 Dec 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5215291 The complaint Mr B complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence checks into the investment it permitted within his Self-Invested Personal Pension (‘SIPP’), including where the monies were being paid to, causing hi... (37 pages)View decision -
Decision Reference DRN-5185095
17 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5185095 The complaint Mr L complains that Bank of Scotland plc trading as Halifax blocked a payment he wanted to make. What happened On 28 May 2024, Mr L visited a Halifax branch intending to close a savings account and use some of the money to make a payment to a third party. Ther... (4 pages)View decision -
Decision Reference DRN-5131213
17 Dec 2024 Fairmead Insurance Limited UpheldInsuranceDRN-5131213 The complaint Mr and Mrs G complain about the way Fairmead Insurance Limited handled a claim they made under their home insurance policy. Reference to Fairmead includes their agents and representatives. And as she’s primarily dealt with the complaint, for ease of reading, I... (4 pages)View decision -
Decision Reference DRN-4999054
17 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4999054 The complaint Mr C is unhappy that Phoenix Life Limited trading as Standard Life (Standard Life) have said he doesn’t have a protected retirement age. What happened Mr C had a personal pension scheme (PPS) which he signed up to in April 2001 with Standard Life. Within the a... (3 pages)View decision -
Decision Reference DRN-5084046
17 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5084046 The complaint Mr M complains that Santander UK Plc, trading as Santander, failed to protect him from becoming the victim of a scam and did not appropriately warn him about several payments he made from his Santander account. To make things right Mr M would like to be compens... (3 pages)View decision -
Decision Reference DRN-5203562
17 Dec 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5203562 The complaint Mr P is unhappy that J.P. Morgan Europe Limited (trading as Chase) won’t refund his losses from an investment scam. What happened Mr P was a victim of an investment scam. He’s explained he came across a fraudulent company, that I’ll refer to as N, on social med... (5 pages)View decision -
Decision Reference DRN-5182565
17 Dec 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-5182565 The complaint Mr R complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved his loan application. What happened Mr R applied for a loan with 118 118 Money in July 2020. In his application, Mr R said he was employed with a monthly inc... (2 pages)View decision
