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-5469799
16 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5469799 The complaint Mrs A complains about SCOTTISH WIDOWS LIMITED (Scottish Widows). She’s unhappy it won’t allow her to take retirement benefits from her Stakeholder Pension Plan as a cash lump sum. What happened Mrs A held a Stakeholder Pension Plan with a Scottish Widows. The ... (6 pages)View decision -
Decision Reference DRN-5695884
16 Jul 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5695884 The complaint Mr N complains that Zurich Assurance Ltd has turned down a critical illness claim he made and that it’s cancelled his life and critical illness insurance policies. What happened The background to this complaint is well-known to both parties. So I’ve simply set ... (7 pages)View decision -
Decision Reference DRN-5695651
16 Jul 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5695651 The complaint Mr R complains that a used motorhome he acquired through a conditional sale agreement financed by Santander Consumer (UK) Plc (‘SCUK’) is of unsatisfactory quality. What happened In August 2023 Mr R took out a conditional sale agreement to cover the cost of a... (7 pages)View decision -
Decision Reference DRN-5155569
16 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5155569 The complaint Mr F and Mr P complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money they believe they lost to an investment scam. Mr F and Mr P used the services of a professional representative to bring their complaint about Nat... (3 pages)View decision -
Decision Reference DRN-5489872
16 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5489872 The complaint N complains about the actions of Starling Bank Ltd when it was tricked into transferring money as a result of a scam. N is being represented by a claims management company but for ease I’ll refer to N in my decision. What happened The detailed background to t... (3 pages)View decision -
Decision Reference DRN-5240944
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5240944 The complaint Mr C complains that Lloyds Bank PLC (“Lloyds”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr C is represented, but for ease of reading I will refe... (4 pages)View decision -
Decision Reference DRN-5695270
16 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5695270 The complaint Mrs F complains about esure Insurance Limited (esure) cancelling her motor insurance policy. Any reference to esure in this decision includes their agents. What happened Mrs F had a motor insurance policy with esure which she took out in June 2024, at a cost ... (7 pages)View decision -
Decision Reference DRN-5680696
16 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5680696 The complaint Mrs D complains about how Ageas Insurance Limited (‘Ageas’) handled a claim made on her home insurance policy, including delays throughout the claim. References to Ageas include agents acting on its behalf. What happened In December 2021, Mrs D discovered dam... (8 pages)View decision -
Decision Reference DRN-5651211
16 Jul 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5651211 The complaint Mr H complains about the service he received from The Prudential Assurance Company Limited (‘Prudential’) when he made a Data Subject Access Request (DSAR). What happened Following a series of issues raised with Prudential, Mr H made a DSAR request on 10 Januar... (2 pages)View decision -
Decision Reference DRN-5611940
16 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5611940 The complaint Mr T complained because Monzo Bank Ltd refused to refund him for payments to a bar abroad, which he said he didn’t authorise. What happened On 27 March 2025, Mr T was on holiday abroad, and went to a bar. Starting at 21.59, there was a series of payments and d... (4 pages)View decision