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-5185282
28 Feb 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5185282 The complaint Mr H has complained that BUPA Insurance Limited increased the cost of his private medical insurance (PMI) policy by a large amount at renewal. What happened Mr H’s PMI covers himself and the rest of his family. His renewal quote for 2024 has increased by about... (2 pages)View decision -
Decision Reference DRN-5305359
28 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5305359 The complaint Mr B is unhappy with Santander UK Plc. Mr B wanted to order a new chequebook. But as he didn’t have a mobile phone he wasn’t able to receive a One Time Passcode (OTP). Mr B said he had to call Santander and in total the process took him around 60 minutes. Mr B ... (3 pages)View decision -
Decision Reference DRN-5321722
28 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5321722 The complaint Mr P complains that Aviva Insurance Limited increased the excess for his motor insurance policy after he purchased it. He wants it to honour the excess he selected and pay him £700 compensation for his trouble and upset. What happened Mr P said that when he to... (3 pages)View decision -
Decision Reference DRN-5333464
28 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5333464 The complaint Mrs C has complained about her car insurer Admiral Insurance (Gibraltar) Limited. She’s not happy with how it handled her claim or with the value it placed on her car when it decided it was a total loss. What happened Mrs C was involved in an accident. Her car... (4 pages)View decision -
Decision Reference DRN-5365110
28 Feb 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5365110 The complaint Mr B has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr B invested in unlisted shares in his SIPP. Originally Mr B complained he could not sell the shares or transf... (15 pages)View decision -
Decision Reference DRN-5167835
28 Feb 2025 Nationwide Building Society Not upheldMortgagesDRN-5167835 The complaint Mr W complains that Nationwide Building Society didn’t repossess a property he owned jointly with his former partner quickly enough and then sold the property at an undervalue by private sale rather than at auction. What happened Mr W and his former partner own... (3 pages)View decision -
Decision Reference DRN-5364567
28 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5364567 The complaint Mr W’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) failed to carry out adequate due diligence on the unregulated introducer or the intended SIPP assets. Options should not have accepted Mr W’s SIPP application which ... (42 pages)View decision -
Decision Reference DRN-5364937
28 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5364937 The complaint Mr and Mrs W complain about Bank of Scotland plc trading as Halifax. They are unhappy with the valuation that was carried out in 2014 on their buy to let property. They think that the figure was too high. What happened Mr and Mrs W have an interest only mortgag... (4 pages)View decision -
Decision Reference DRN-5257532
28 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5257532 The complaint O has complained that HSBC UK Bank PLC (“HSBC UK”) failed to pay US$5,000 into its Global Money Account, that had been sent to it from another HSBC UK Global Money Account. What happened An instruction to send US$5,000 to O’s Global Money Account was made from ... (2 pages)View decision -
Decision Reference DRN-5289534
28 Feb 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5289534 The complaint Mr M complains that Highway Insurance Company Limited (“Highway”) declined his claim for fire damage to his chimney, under his home buildings insurance policy. Mr M has a third party representing him in his complaint. I’ll refer to Mr M in my decision for ease.... (3 pages)View decision
