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 370149 results
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Decision Reference DRN-4430163
4 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4430163 The complaint Mrs S complains that Wise Payments Limited trading as Wise (“Wise”) won’t refund her the money she lost after she fell victim to an investment scam. Mrs S has used a representative to bring her complaint to this service. For ease, I will refer solely to Mrs S ... (5 pages)View decision -
Decision Reference DRN-5346962
4 Mar 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5346962 The complaint Mrs K complains about Gresham Insurance Company Limited (“Gresham”) after she made an accidental damage claim on her home insurance policy. She also complains that Gresham settled the claim proportionately. What happened Mrs K has hom... (4 pages)View decision -
Decision Reference DRN-5371350
4 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5371350 The complaint Mr O has complained, via his representatives, about a transfer of his Royal London Mutual Insurance Society Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in October 2014. Mr O’s QROPS was partially used to invest in an over... (16 pages)View decision -
Decision Reference DRN-4904748
4 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4904748 The complaint Mr F complains that Santander UK Plc won’t refund him the funds he lost after he fell victim to an investment scam. Mr F is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr F direct... (3 pages)View decision -
Decision Reference DRN-5298947
4 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5298947 The complaint G, a limited company, complains that National Westminster Bank Plc won’t reimburse them for their losses to an email intercept scam. G has appointed professional representatives to handle this complaint. But for ease of reading, I’ll only refer to G in this de... (3 pages)View decision -
Decision Reference DRN-4430223
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4430223 The complaint Mrs S complains that Revolut Ltd (“Revolut”) won’t refund her the money she lost after she fell victim to an investment scam. Mrs S has used a representative to bring her complaint to this service. For ease, I will refer solely to Mrs S throughout this decisio... (5 pages)View decision -
Decision Reference DRN-5245523
4 Mar 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5245523 The complaint Mr M and Ms R complain that First Central Insurance Management Limited (1 st Central) took two payments in one month for their motor insurance which they say caused financial hardship. What happened Ms R took out a motor insurance policy in January 2024 with 1... (2 pages)View decision -
Decision Reference DRN-5278302
4 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5278302 The complaint Mr B has complained that U K Insurance Limited trading as Direct Line (UKI) unfairly declined a claim under his home insurance policy. What happened Mr B contacted UKI to make a claim for storm damage. UKI said Mr B should arrange a temporary repair. It also a... (2 pages)View decision -
Decision Reference DRN-5167406
4 Mar 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5167406 The complaint Mr W complained about advice he was given to transfer the benefits of a defined-benefit (DB) pension scheme to a personal pension plan, in 2019. He says the advice was unsuitable for him and believes this has caused him a financial loss. Origen Financial Servic... (7 pages)View decision -
Decision Reference DRN-5371447
4 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5371447 The complaint Mrs C complained about how Shop Direct Finance Company Limited (SDFCL) responded to a claim to refund a payment made for goods. What happened Mrs C paid for goods from a supplier I’ll call V in August 2022. The cash price was around £760. She paid for the good... (3 pages)View decision
