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 388057 results
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Decision Reference DRN-5243823
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5243823 The complaint Mr S has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY “NatWest” won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on ... (3 pages)View decision -
Decision Reference DRN-5626492
17 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5626492 The complaint Mr K complains about avoidable delays when transferring his pension plans to Scottish Widows Limited which he says caused him a financial loss. He also separately complains about poor customer service in relation to its handling of a data subject access request... (5 pages)View decision -
Decision Reference DRN-5263533
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5263533 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t do enough to protect him when he made payments toward what he now believes to be a scam. He further complains that NatWest hasn’t reimbursed him since he reported the scam. Mr... (4 pages)View decision -
Decision Reference DRN-5350433
17 Jul 2025 Valour Finance Limited Not upheldConsumer CreditDRN-5350433 The complaint Mr A complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) lent to him irresponsibly in that it failed to carry out the regulatory checks required before lending. What happened Mr A took one loan with Valour in August 2024. He applied for £1,... (3 pages)View decision -
Decision Reference DRN-5508030
17 Jul 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5508030 The complaint Miss B and Mr M complain about how Tesco Underwriting Limited (“Tesco”) declined a claim for the theft of a car under their car insurance policy. The policy is in Miss B’s name and Mr M is a named driver on it. When I mention Tesco I also mean its suppliers and... (3 pages)View decision -
Decision Reference DRN-5035273
17 Jul 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5035273 The complaint Mr D complains that Interactive Investor Services Limited increased their fees without informing him. What happened Mr D opened an account with Interactive Investor Services Ltd (Interactive Investor) in October 2020 paying a monthly service plan fee of £9.99.... (3 pages)View decision -
Decision Reference DRN-5423076
17 Jul 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5423076 The complaint Ms B complains that Quai Investment Services Limited trading as Intelligent Money (“Quai”) has failed to provide information to her financial advisor about her pension investments in a timely manner. What happened Ms B holds pension savings on the Intelligent M... (3 pages)View decision -
Decision Reference DRN-5691981
17 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5691981 The complaint Mr and Mrs S are unhappy that Inter Partner Assistance SA declined a claim they made on their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving t... (2 pages)View decision -
Decision Reference DRN-5534501
17 Jul 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5534501 The complaint Mr and Mrs K complain about the service they received from Inter Partner Assistance SA (IPA) when they tried to contact its medical assistance team abroad. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a s... (3 pages)View decision -
Decision Reference DRN-4921543
17 Jul 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4921543 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (the Lender) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974... (15 pages)View decision