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 367928 results
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Decision Reference DRN-4817707
27 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4817707 The complaint Ms M complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-5124419
26 Dec 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5124419 The complaint Ms P complains about the handling of her insurance claim by Accelerant Insurance Europe SA/NV UK Branch (“Accelerant”). She says Accelerant caused unacceptable delays and Ms P was caused substantial distress and inconvenience as a result. What happened Ms P mad... (3 pages)View decision -
Decision Reference DRN-4932867
24 Dec 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4932867 The complaint Mr G complains that Aviva Life & Pensions UK Limited (Aviva) have failed to provide him with the information he needs to understand the basis on which his pension has been calculated. What happened Mr G held a pension with Aviva which provides a Group Self... (3 pages)View decision -
Decision Reference DRN-5064832
24 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5064832 The complaint Mrs B has complained that National Westminster Bank Plc (NatWest) is holding her liable for a debt which she says was not hers. What happened Since around summer 2023, NatWest has been pursuing Mrs B for an overdraft debt of around £340. Mrs B says this was her... (2 pages)View decision -
Decision Reference DRN-4954709
24 Dec 2024 David Jameson Limited UpheldInvestmentsDRN-4954709 The complaint Mrs B and Mr B (‘the complainants’) say David Jameson Limited (‘DJL’) unsuitably arranged and advised the surrender of their three Investment Bonds (‘IBs’) with Aviva, Friends Life (‘FL’) and Scottish Widows (‘SW’) in April 2014; and the reinvestment of some of... (14 pages)View decision -
Decision Reference DRN-5231486
24 Dec 2024 247 Money Group Limited UpheldConsumer CreditDRN-5231486 The complaint Mrs D complains about a car she acquired using a hire purchase agreement with 247 Money Group Limited trading as 247 Money (“247 Money”). She says the car wasn’t of satisfactory quality and that the registered keeper’s name wasn’t changed. What happened In Feb... (4 pages)View decision -
Decision Reference DRN-5231402
24 Dec 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5231402 The complaint Mr J has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit ... (3 pages)View decision -
Decision Reference DRN-5230672
24 Dec 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5230672 The complaint Mrs W has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (4 pages)View decision -
Decision Reference DRN-5037538
24 Dec 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5037538 The complaint Mr W has complained, through his representative, that Scottish Widows Limited (‘SW’) undertook insufficient due diligence when transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in October 2014. Mr W’s QROPS - the Ha... (8 pages)View decision -
Decision Reference DRN-5037533
24 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5037533 The complaint Mr W has complained, through his representative, that Phoenix Life Limited (‘Phoenix’) undertook insufficient due diligence when transferring his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in November 2014. Mr W’s QROPS - the... (8 pages)View decision
