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 382298 results
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Decision Reference DRN-5651853
27 Jun 2025 Phoenix Life CA Limited UpheldInvestmentsDRN-5651853 The complaint Miss H’s complaint is about the sale of two mortgage endowment policies in 1989. She believes the endowment policies were mis-sold to her as: she did not need the life cover included in the policies; she was not financially literate; there is no record of... (4 pages)View decision -
Decision Reference DRN-5651851
27 Jun 2025 Phoenix Life CA Limited UpheldInvestmentsDRN-5651851 The complaint Miss H’s complaint is about the sale of an endowment policy in 1991. She believes the endowment policy was mis-sold to her as: she did not need the life cover included in the policy; she was not financially literate; the risk associated with the investmen... (3 pages)View decision -
Decision Reference DRN-5386706
26 Jun 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5386706 The complaint Mr W has complained in his capacity as Director of a limited company, which I’ll refer to as “B”, that Arch Insurance (UK) Limited (“Arch”) unfairly declined a claim made under B’s policy with it. Any reference to B in this decision includes its representatives... (2 pages)View decision -
Decision Reference DRN-5425983
26 Jun 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5425983 The complaint Mr R complains that Ascot Lloyd Limited (Ascot) mismanaged the purchase of a pension annuity causing delays and financial losses. He wants compensation for the losses suffered and inconvenience caused. What happened Mr R had an income drawdown plan with Nucleu... (6 pages)View decision -
Decision Reference DRN-5563584
26 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5563584 The complaint Mr K complains about Starling Bank Limited on behalf of ‘G’, a company of which he is a director. He says that G has lost money to a safe account scam and would like Starling to refund G the money it has lost. What happened On 1 June 2024, Mr K contacted Star... (3 pages)View decision -
Decision Reference DRN-5520882
26 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5520882 The complaint Mr J complains that Santander UK Plc (Santander) repeatedly made mistakes when he requested a new card to be sent to him. This resulted in him not having access to his card for a prolonged period of time. What happened Mr J says he had been trying to obtain a n... (2 pages)View decision -
Decision Reference DRN-4960970
26 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4960970 The complaint Mr A complains Lloyds Bank PLC didn’t do enough to protect him when he lost money to what he believes to be an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events # <br />View decision
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Decision Reference DRN-5382811
26 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5382811 The complaint Mr K complains about the way TSB Bank plc handled a claim for a refund when he was overcharged. What happened In October 2023 Mr K hired a car while abroad. He has explained that he needed the car for an extra six days and that he agreed a price equivalent to a... (2 pages)View decision -
Decision Reference DRN-5357160
26 Jun 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5357160 The complaint Mr S complains that Scottish Equitable Plc trading as Aegon (Aegon) delayed the setting up of his pension annuity with Legal & General (L&G) giving rise to additional income tax liabilities of £332.49 and causing him inconvenience. He wants the tax cost... (4 pages)View decision -
Decision Reference DRN-5606699
26 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5606699 The complaint Mrs and Mr G complain that a direct debit was set up on their Lloyds Bank PLC (Lloyds) account without their authorisation and Lloyds did not notify them. What happened Mrs and Mr G raised concerns with Lloyds when it came to their attention that a direct debi... (3 pages)View decision
