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
-
Decision Reference DRN-5288763
26 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5288763 The complaint Mrs W complains that some advice she received in 1997 from The Prudential Assurance Company Limited about making additional contributions to her occupational pension was either inappropriate or misleading. What happened Mrs W is a teacher, and in 1997 was a mem... (4 pages)View decision -
Decision Reference DRN-5585994
26 Jun 2025 USAA S.A. UK Branch Not upheldInsuranceDRN-5585994 The complaint Ms B’s complained that USAA S.A. UK Branch unfairly declined a theft claim she made on her policy. What happened For many years, Ms B has had a policy covering a valuable ring (“Ring 1”). In 2023, she added a second ring to the policy (“Ring 2”). Also in 2023,... (3 pages)View decision -
Decision Reference DRN-5370006
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5370006 The complaint Mr R complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr R said he received calls and mes... (4 pages)View decision -
Decision Reference DRN-5650875
26 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5650875 The complaint Mr F is unhappy that Santander UK Plc asked him for detailed personal information, and to provide a series of personal documents, in relation to his parent’s account, for which he’d obtained access via Power of Attorney, and with the service he received surroun... (4 pages)View decision -
Decision Reference DRN-5622486
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5622486 The complaint Mr G is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund money he lost as a result of a scam. What happened A long-term friend of Mr G recommended that he use a crypto trading company (that I’ll call B). His friend appeared to be doing very well from the inve... (2 pages)View decision -
Decision Reference DRN-5619532
26 Jun 2025 Golden Charter Limited Not upheldFuneral Planning ServicesDRN-5619532 The complaint Mr F’s complained that Golden Charter Limited have refused to refund the instalment payments he’s made towards a pre-paid funeral plan. What happened Mr F bought a pre-paid funeral plan from Golden Charter in summer 2020. He chose to pay over 10 years using Go... (3 pages)View decision -
Decision Reference DRN-5571901
26 Jun 2025 Phoenix Life CA Limited Not upheldInvestmentsDRN-5571901 The complaint Mr Y complains that the maturity values that Phoenix Life CA Limited (Phoenix) paid him for his endowment plans were less than he was expecting. To resolve his complaint, Mr Y wants to be paid the values that Phoenix set out in its valuation dated towards the e... (4 pages)View decision -
Decision Reference DRN-5647560
26 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5647560 The complaint Miss D complains about the way U K Insurance Limited trading as Direct Line (“UKI”) managed her landlord insurance policy. What happened Miss D owns a property that she rents to tenants. She has a landlord’s insurance policy in respect of that property and she ... (2 pages)View decision -
Decision Reference DRN-5618858
26 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5618858 The complaint Mr J complains Vanquis Bank Limited (“Vanquis”) lent to him irresponsibly. He said as a result, his credit file has been affected. What happened In January 2022 Mr J applied for a credit card with Vanquis. The application was approved and he was provided with ... (3 pages)View decision -
Decision Reference DRN-5646047
26 Jun 2025 Scottish Widows Schroder Personal Wealth Limited Not upheldPensions and AnnuitiesDRN-5646047 The complaint Mr L complains that Scottish Widows Schroder Personal Wealth Limited trading as Schroders Personal Wealth (SPW) failed to honour an annuity quotation after he’d accepted it. What happened Mr L approached SPW for retirement advice in November 2023. He says he ag... (5 pages)View decision
