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 381082 results
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Decision Reference DRN-5647486
5 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5647486 The complaint Mr C complains about the poor level of service he received from Aviva Life & Pensions UK Limited when trying to setup an annuity. He says he experienced multiple delays over recent years, and continuously received incorrect information. What happened Mr C’... (4 pages)View decision -
Decision Reference DRN-5782957
5 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5782957 The complaint Mr M complains that American Express Services Europe Limited (AESEL) provided misleading insurance on its website. What happened Mr M holds a Platinum Card with AESEL. The card incudes a travel insurance benefit with cover provided by a third party, AXA. In Jun... (2 pages)View decision -
Decision Reference DRN-5750175
5 Sep 2025 Peter Stewart Associates Limited UpheldPensions and AnnuitiesDRN-5750175 The complaint Mr A’s representative has complained, on his behalf, about advice it says he received from Peter Stewart Associates Limited (PSA) to transfer the value of defined pension benefits from an occupational pension scheme (OPS) to a Self-Invested Personal Pension (SI... (31 pages)View decision -
Decision Reference DRN-5709232
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709232 Complaint Mr S is unhappy that Revolut Ltd didn’t reimburse him after he reported falling victim to a scam. Background In early 2023, someone Mr S knew well contacted him about what they described as a promising investment opportunity with a company I’ll refer to as T. Mr S ... (3 pages)View decision -
Decision Reference DRN-5781598
5 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5781598 The complaint Mrs P has complained about the handling of her funds by Barclays Bank UK PLC following the death of her husband in May 2017. The complaint has been brought by Miss P, who is Mrs P’s daughter and the executrix of Mr P’s estate. Mrs P has given Miss P authority t... (2 pages)View decision -
Decision Reference DRN-5281596
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5281596 The complaint Mr A complains that Revolut Ltd won’t refund money he lost when he was a victim of a scam. Mr A is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events... (4 pages)View decision -
Decision Reference DRN-5499825
5 Sep 2025 Tavistock Partners (UK) Limited Not upheldInvestmentsDRN-5499825 The complaint Mrs C complains about the suitability of investment advice provided to her by Tavistock Partners (UK) Limited trading as Abacus Associates Financial Services (“Abacus”) and the cost and quality of the ongoing service provided to her. What happened The backgroun... (3 pages)View decision -
Decision Reference DRN-5499850
5 Sep 2025 Tavistock Partners (UK) Limited Not upheldInvestmentsDRN-5499850 The complaint Mr C complains about the suitability of investment advice provided to him by Tavistock Partners (UK) Limited trading as Abacus Associates Financial Services (“Abacus”) and the cost and quality of the ongoing service provided to him. What happened The background... (3 pages)View decision -
Decision Reference DRN-5556217
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5556217 The complaint Mrs T complains National Westminster Bank PLC (“NatWest”) refuses to refund her for unauthorised transactions on her account, and that failed to protect her from financial harm. Mrs T has a family member representing her, Mr T, who has brought the complaint on ... (3 pages)View decision -
Decision Reference DRN-5740803
5 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5740803 The complaint Mr L complains about how UK Insurance Limited (T/A NatWest Insurance) handled and settled claims he made for damage to, and theft from, his home. He’s also unhappy with the communication he received about his claims. What happened Mr L held a renters insurance... (6 pages)View decision
