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 360982 results
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Decision Reference DRN-5053173
31 Dec 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5053173 The complaint Mr T complained that Scottish Widows Limited (Scottish Widows) made mistakes which meant contributions were missing from his personal pension, reducing the value of his benefits. Scottish Widows has confirmed to Mr T that this error has been rectified and that ... (3 pages)View decision -
Decision Reference DRN-4890068
31 Dec 2024 eToro (UK) Ltd UpheldInvestmentsDRN-4890068 The complaint Mr I complains that eToro (UK) Ltd closed his account and won’t reinstate his positions. What happened In late October 2023 Mr I saw an email from eToro saying that his account had been closed. Mr I complained to eToro who investigated but didn’t uphold the com... (3 pages)View decision -
Decision Reference DRN-5197376
31 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5197376 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by a recovery scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both... (5 pages)View decision -
Decision Reference DRN-5234927
31 Dec 2024 Quilter Financial Services Ltd UpheldInvestmentsDRN-5234927 The complaint The estate of Mr A has complained that Quilter Financial Services Ltd (Quilter) made several investment switches to the portfolio in 2012, which weren’t suitable to the late Mr A’s circumstances at the time. What happened The late Mr A invested approximately £... (4 pages)View decision -
Decision Reference DRN-5207172
31 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5207172 The complaint Mr B’s complaint is, in essence, that Shawbrook Bank Limited (“Shawbrook”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and (2) deciding agai... (22 pages)View decision -
Decision Reference DRN-5175173
31 Dec 2024 Gemini Wealth Management Limited UpheldPensions and AnnuitiesDRN-5175173 The complaint Mrs M complains that Gemini Wealth Management Limited delayed the transfer of three pensions into her retirement account and the payment of the tax free lump sums she was entitled to. She’s suffered financial loss, distress and inconvenience as a result. What ... (13 pages)View decision -
Decision Reference DRN-5233696
31 Dec 2024 Covea Insurance plc UpheldInsuranceDRN-5233696 The complaint Mrs P has complained about Covea Insurance plc. She isn’t happy that it declined her claim under her motor insurance policy following the theft of her car. What happened I looked at this case and provided my initial thoughts in my provisional decision as follow... (3 pages)View decision -
Decision Reference DRN-5036311
31 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5036311 The complaint Mrs K complained because Lloyds Bank PLC refused to refund her for transactions she said she didn’t authorise. What happened On 5 May 2024, Mrs K rang Lloyds. She said that there had been two outgoing bank transfer payments that morning, totalling £6,185, whic... (4 pages)View decision -
Decision Reference DRN-5233544
31 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5233544 The complaint Mrs S complains that Santander UK Plc (Santander) didn’t co-operate with the police about fraudulent transactions on her bank account, which meant an ongoing police investigation couldn’t continue. I issued a provisional decision on this complaint, where I said... (3 pages)View decision -
Decision Reference DRN-5222881
31 Dec 2024 AWP P&C S.A. UpheldInsuranceDRN-5222881 The complaint Mr and Mrs H complain about the way AWP P&C SA has handled a medical expenses claim they made on a travel insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve simply set out a summary of what I think ar... (6 pages)View decision
