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 361839 results
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Decision Reference DRN-4856152
21 Mar 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4856152 The complaint The trustees of the S Trust complain, through their representative, about a reviewable whole of life (RWOL) policy they hold with Zurich Assurance Limited. They’re unhappy that they were asked to significantly increase their premiums in order to maintain the po... (5 pages)View decision -
Decision Reference DRN-5387410
21 Mar 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5387410 The complaint Mr S complains that Scottish Equitable Plc (trading as Aegon) treated him unfairly and unreasonably in connection with his request to transfer his UK pension to a Qualifying Recognised Overseas Pension Scheme (QROPS). Mr S believes he has incurred an unnecessar... (16 pages)View decision -
Decision Reference DRN-5400099
21 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5400099 The complaint Mr R is unhappy that Santander UK Plc won’t reimburse money he lost to a scam. What happened On 27 February 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments before I is... (12 pages)View decision -
Decision Reference DRN-5180618
21 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5180618 The complaint Mr H complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to repeat these in detail... (6 pages)View decision -
Decision Reference DRN-5414701
21 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5414701 The complaint Mr N has complained about the actions of Aviva Life & Pensions UK Limited (“Aviva”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2015. Mr N’s QROPS was used to invest, in part, in The Resort Group ... (10 pages)View decision -
Decision Reference DRN-4718483
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4718483 The complaint Mr W is complaining that HSBC UK Bank Plc hasn’t reimbursed him for payments he says he made to a scam. What happened Both parties are familiar with the background to this complaint so I won’t go into detail here. In short, in late 2023 Mr W says he fell victim... (3 pages)View decision -
Decision Reference DRN-4884775
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4884775 The complaint Mrs A complains Santander UK Plc wont refund her the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both ... (3 pages)View decision -
Decision Reference DRN-5185012
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5185012 The complaint Mr A complains that Revolut Ltd failed to properly pursue a chargeback request. What happened In March 2024 Mr A made two payments for a trip for his family to a travel organisation (“the Merchant”). The first was for £13,749.83 and the second was for £14,425.8... (3 pages)View decision -
Decision Reference DRN-5345476
21 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5345476 The complaint Miss C complains that Lloyds Bank PLC closed her bank accounts. What happened Miss C had bank accounts with Lloyds that opened in 2022. In September 2024, Lloyds wrote to Miss C to say it had reviewed her account and decided it would close her account 65 days l... (2 pages)View decision -
Decision Reference DRN-5351350
21 Mar 2025 Next Retail Limited Not upheldConsumer CreditDRN-5351350 The complaint Mrs O complains that Next Retail Limited lent to her irresponsibly. What happened In June 2009, Mrs O applied for and received a credit account with Next. A credit limit of £300 was agreed initially, but it has increased and decreased numerous times over the ye... (4 pages)View decision
