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 384134 results
-
Decision Reference DRN-5655856
8 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5655856 The complaint Miss J and Mr J complain about the service and suitability of courtesy car supplied by esure Insurance Limited (“esure”) during a claim under their car insurance policy. When I mention esure I also mean its approved repairers and suppliers. The complaint is mad... (3 pages)View decision -
Decision Reference DRN-5597925
8 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-5597925 The complaint Mrs W complains about the maturity value of a with profits endowment policy she held with The Royal London Mutual Insurance Society Limited. Mrs W is using a representative to bring the complaint. For ease I will refer to all actions as being those of Mrs W. Wh... (2 pages)View decision -
Decision Reference DRN-5480873
8 Jul 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5480873 The complaint Ms M held the following assets with St. James’s Place Wealth Management Plc (‘SJP’) – a Stocks and Shares Individual Savings Account (‘ISA’), a Unit Trust Feeder (‘UTF’) holding that fed the ISA, a Retirement Account (‘RA’) and International Investment Bonds (‘... (9 pages)View decision -
Decision Reference DRN-5617832
8 Jul 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5617832 The complaint A trust I shall refer to as L complains that Metro Bank Plc didn’t do enough to prevent them from falling victim to a scam. L has appointed professional representatives for this case, but for ease of reading I will mostly refer to L and the trustees. What hap... (2 pages)View decision -
Decision Reference DRN-5622948
8 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5622948 The complaint Mr S complains that Nationwide Building Society has not added the correct interest to his Cash Individual Savings Account (ISA). He also complains that Nationwide failed to address his concerns or communicate effectively. What happened Mr S opened a 1-year ISA... (3 pages)View decision -
Decision Reference DRN-4919099
8 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4919099 The complaint Mrs D complains that Starling Bank Limited (‘Starling’) won’t reimburse in full the funds she lost when she fell victim to a scam. What happened Mrs D says that in October 2023 she received a call from someone who claimed to be from her credit card provider. Mr... (4 pages)View decision -
Decision Reference DRN-5669140
8 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5669140 The complaint Ms B complains HSBC UK Bank Plc declined a transfer she needed to make to complete on a property. What happened On 26 April 2024 Ms B called HSBC in order to transfer just over £70,000 to an account belonging to a firm of solicitors who were helping with the pu... (3 pages)View decision -
Decision Reference DRN-5398468
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5398468 The complaint Mr T complains that Revolut Ltd sent him an email with his full account details, including full name. He said this would have been available to anyone receiving or intercepting the email. What happened Mr T created an account with Revolut in October 2024. Duri... (3 pages)View decision -
Decision Reference DRN-5677847
8 Jul 2025 Westerby Trustee Services Limited Not upheldPensions and AnnuitiesDRN-5677847 The complaint Mr B complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence before accepting the introduction of his Self-Invested Personal Pension (‘SIPP’) and his application to invest in the high risk and unregulated ‘Dolp... (4 pages)View decision -
Decision Reference DRN-5601788
8 Jul 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5601788 The complaint Mr G complains that Assurant General Insurance Limited declined his mobile phone insurance claim. What happened Mr G has mobile phone insurance through a building society account, Assurant is the insurer. In August 2024 he claimed for his iPhone which he said ... (5 pages)View decision
