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 370903 results
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Decision Reference DRN-5646217
28 Jun 2025 Barclays Bank Plc UpheldInvestmentsDRN-5646217 The complaint Mrs H complains about the mishandling of the transfer of her TUI shares held with Barclays Bank Plc (Barclays). Her shares were incorrectly sold instead of being transferred to the German Stock Exchange. What happened Mrs H held TUI shares in a general investm... (4 pages)View decision -
Decision Reference DRN-5613682
28 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5613682 The complaint The estate of Mr C (‘the estate’) is represented by its Executor (‘E’). Mr C sadly passed away in 2023. E refers to life assurance policies, an endowment policy and a pension product associated with an annuity plan, all of which belonged to Mr C and were disco... (4 pages)View decision -
Decision Reference DRN-5603246
28 Jun 2025 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. Not upheldInsuranceDRN-5603246 The complaint Miss K has complained that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. (“Telefonica”) charged her a higher excess payment for next day delivery of her replacement phone, even though the phone was delivered late. What happened In December 2024, M... (2 pages)View decision -
Decision Reference DRN-5639835
28 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5639835 The complaint Mr and Mrs S complain about how Nationwide Building Society dealt with an account closure request. What happened Mr S says he tried to close his Nationwide account in September 2023 and was told he needed to attend a branch. In summary he was given incorrect in... (2 pages)View decision -
Decision Reference DRN-5628940
27 Jun 2025 Openwork Limited UpheldInvestmentsDRN-5628940 The complaint Mr F complains Openwork Limited trading as The Openwork Partnership (“Openwork”) gave him inadequate advice on an offshore life policy it recommended to him. He seeks redress for the tax on the policy proceeds and the late payment interest he was charged on thi... (12 pages)View decision -
Decision Reference DRN-5626340
27 Jun 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5626340 The complaint Mr J says that Liverpool Victoria Financial Services Limited (‘LV’) has unfairly refused an income protection claim he made under his LV Flexible Protection Plan. He says that LV has accepted claims under the policy in the past, but now it has used unfair tacti... (4 pages)View decision -
Decision Reference DRN-5516350
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5516350 The complaint Miss L through her representative, complains that NewDay Limited, trading as Aqua (“NewDay”), lent to her irresponsibly when it approved a credit card for her in July 2020 and subsequently increased the credit limit twice. What happened Miss L took a card from... (5 pages)View decision -
Decision Reference DRN-5454992
27 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5454992 The complaint Miss P complains that Vanquis Bank Plc (Vanquis) lent to her irresponsibly. What happened Miss P opened a credit card account with Vanquis on 13 April 2023 with a credit limit of £1,000. On 1 November 2024, Miss P complained to Vanquis with the help of a prof... (3 pages)View decision -
Decision Reference DRN-5636509
27 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5636509 The complaint Mr and Mrs M complain that Admiral Insurance (Gibraltar) Limited offered an unfair settlement for a claim on their motor insurance policy. Both Mr and Mrs M are named policyholders on their Admiral policy, so any claim or complaint is brought by them both. But ... (6 pages)View decision -
Decision Reference DRN-4956860
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4956860 The complaint Ms G complains that Revolut Ltd didn’t do enough to prevent the loss she suffered when she fell victim to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events ... (5 pages)View decision
