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 381196 results
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Decision Reference DRN-5676938
8 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5676938 The complaint Mr W complains that Scottish Widows Limited’s pension projection provided to his adviser on 16 July 2023 incorrectly quoted an annual management charge (AMC) of 1% when in fact he was paying a discounted amount. In addition, Scottish Widows took too long to pr... (5 pages)View decision -
Decision Reference DRN-5640222
8 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5640222 The complaint Mr H is unhappy with the policy limit esure Insurance Limited (“esure”) applied when he claimed under his contents insurance for fire damage. When I refer to what Mr H said and what esure said, it should be taken to include things said on their behalf. What hap... (4 pages)View decision -
Decision Reference DRN-5379893
8 Jul 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5379893 The complaint Mr G complains that Legal and General Assurance Society Limited (“L&G”) failed to complete the partial transfer of his pension savings in a timely manner. What happened Mr G held pension investments with L&G in a self-invested personal pension (“SIPP”).... (3 pages)View decision -
Decision Reference DRN-5677606
8 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5677606 The complaint Mr W has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it has dealt with a claim under his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows... (2 pages)View decision -
Decision Reference DRN-5574059
8 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5574059 The complaint Mr M complains that Capital One (Europe) plc hasn’t updated the credit reference agencies to show that his account is closed. What happened In 2021, Mr M says he asked for his Capital One credit card account to be closed. He said there was a credit balance on ... (2 pages)View decision -
Decision Reference DRN-5537941
8 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5537941 The complaint Mrs G complains that American Express Services Europe Limited will not refund the balance paid with her credit card after a flight was cancelled. In addition, Amex will not meet the additional cost of re-booking. What happened Mrs G’s husband booked flights for... (3 pages)View decision -
Decision Reference DRN-5678074
8 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5678074 The complaint Mrs T complains that AXA Insurance UK Plc has caused delays with a claim on her home contents insurance and failed to settle the claim fairly. Where I refer to AXA, this includes its agents and claims handlers acting on its behalf. What happened Mrs T made a cl... (2 pages)View decision -
Decision Reference DRN-5678376
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5678376 The complaint Mr S has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he says he lost in an alleged scam. What happened Mr S’s representatives have explained that he paid into a cryptocurrency investment scheme following an ... (3 pages)View decision -
Decision Reference DRN-5473675
8 Jul 2025 Yorkshire Building Society UpheldPensions and AnnuitiesDRN-5473675 The complaint Ms H complained that an adviser working for Norwich and Peterborough Building Society (‘NPBS’) gave her unsuitable advice in 1992 to transfer her defined benefit (DB) pension to a personal pension. Yorkshire Building Society (YBS) is now responsible for any adv... (5 pages)View decision -
Decision Reference DRN-5647416
8 Jul 2025 TSB Bank plc Not upheldConsumer CreditDRN-5647416 The complaint Mrs B complains that TSB Bank plc (‘TSB’) unfairly refused her applications for a personal loan of £20,000. Mrs B wants TSB to pay her significant compensation. What happened Mrs B complained to TSB that they’d refused her applications for a personal loan on ... (3 pages)View decision
