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 381195 results
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Decision Reference DRN-5745880
18 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5745880 The complaint Mrs T complains that Aviva Life & Pensions UK Limited failed to cancel her income protection policy properly, which resulted in her paying an additional eleven months of premium payments. What happened Mrs T is represented by her husband, Mr E, in bringing ... (4 pages)View decision -
Decision Reference DRN-5821930
18 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5821930 The complaint Mr I complains that Aviva Insurance Limited declined his mobile phone claim under his ‘Tech Pack’ insurance and about its service. My references to Aviva include its agents. What happened Mr I took out a ‘Tech Pack’ policy through his bank account in Decemeber ... (7 pages)View decision -
Decision Reference DRN-5794499
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5794499 The complaint Mr J complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest) won’t refund money he lost to an investment scam. Mr J is represented by a claims management company in this complaint. For ease of reading, I’ll only refer to Mr J throughout my d... (3 pages)View decision -
Decision Reference DRN-5627995
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5627995 The complaint L – a limited company complains National Westminster Bank Public Limited Company unfairly blocked funds held in its account. L is represented by a director, who I will refer to as Mr E. What happened The facts of the complaint are well known to both parties, ... (3 pages)View decision -
Decision Reference DRN-5469601
18 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5469601 The complaint Mr W complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr W has explained that in Janua... (3 pages)View decision -
Decision Reference DRN-5796993
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5796993 The complaint Mr K complains that Barclays Bank UK PLC trading as Barclaycard has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened In September 2024, Mr K approached a booking agent, who I’ll call H, to... (4 pages)View decision -
Decision Reference DRN-5625477
18 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5625477 The complaint Mr G is unhappy that Legal and Geneal Assurance Society Limited (‘L&G’) declined a claim made on a group income protection insurance policy. What happened Mr G has the benefit of a group income protection insurance policy through his employer (‘the policy’... (3 pages)View decision -
Decision Reference DRN-5759984
18 Sep 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5759984 The complaint Mr H complains that HARBOUR ROCK CAPITAL LIMITED trading as Portafina gave him unsuitable advice to transfer out of his Occupational Pension Scheme (OPS). What happened Our investigator set out the background to this complaint in her recommendation letter. For ... (4 pages)View decision -
Decision Reference DRN-5402362
18 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5402362 The complaint Mr W complains about the outcome of an application for a finance agreement with EE Limited. What happened In November 2024, Mr W contacted EE to buy a brand new mobile telephone handset. Mr W says that he already had other services with EE, so was an existing c... (3 pages)View decision -
Decision Reference DRN-5734409
18 Sep 2025 Odey Wealth Management (UK) Limited Not upheldInvestmentsDRN-5734409 The complaint Mr S complains that Odey Wealth Management (UK) Limited (“OWM”) should’ve done more to ensure that the fund manager of one of his funds claimed the relevant tax rebates. What happened Mr S held shares in the GenFunds Natural Resources Fund via OWM. In March 202... (3 pages)View decision
