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 364422 results
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Decision Reference DRN-5148705
6 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5148705 The complaint Mrs C complains that National Westminster Bank Plc (NatWest) won’t refund money she says she lost to an investment scam. What happened Mrs C invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. In February 2020, she made a faster pay... (7 pages)View decision -
Decision Reference DRN-5162994
6 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5162994 The complaint Mr S has complained, with the help of a professional third party, about the transfer of his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in September 2014. The QROPS was subsequently used to invest in a managed portfolio and Dol... (11 pages)View decision -
Decision Reference DRN-3519125
6 Feb 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-3519125 The complaint Mr S has complained, with the help of a professional third party, about the transfer of his personal pension from Scottish Equitable PLC, trading as Aegon (‘Aegon’) to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in September 2014. The QROPS was su... (10 pages)View decision -
Decision Reference DRN-5238416
6 Feb 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5238416 The complaint Mr S complains that Tradex Insurance Company PLC mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in late 2015. Mr S acquired the veh... (3 pages)View decision -
Decision Reference DRN-5308900
6 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5308900 The complaint Miss W has complained about the way West Bay Insurance Plc has handled her claim under her caravan insurance policy. Any reference to West Bay includes its agents. What happened One of the front windows of Miss W’s touring caravan was badly damaged in April 202... (3 pages)View decision -
Decision Reference DRN-5193026
6 Feb 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5193026 The complaint Mr and Mrs T are unhappy with the way Great Lakes Insurance UK Limited handled a claim made under their travel insurance policy (‘the policy’). They’re unhappy that they haven’t paid their claim in full. All reference to Great Lakes includes its agents. What ... (3 pages)View decision -
Decision Reference DRN-5203470
6 Feb 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5203470 The complaint Mr R, on behalf of Q, complains that Zempler Bank Limited, trading as Cashplus, will not refund £15,000 it lost as a result of an APP (authorised push payment) scam. Mr R brought Q’s complaint to this service through a representative. For ease of reading I will... (3 pages)View decision -
Decision Reference DRN-5047496
6 Feb 2025 eToro (UK) Ltd Not upheldBanking and PaymentsDRN-5047496 The complaint Ms G complains that eToro (UK) Ltd unfairly restricted her account and then closed it with short notice and without providing her with an explanation. Ms G says this led to financial losses. What happened The facts of the complaint are well known to both parti... (4 pages)View decision -
Decision Reference DRN-5286302
6 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5286302 The complaint Mr and Mrs A complain that Lloyds Bank PLC hasn’t refunded them after they reported falling victim to a scam. What happened Mr and Mrs A invested in what they believed was a legitimate property deal with a company I’ll call R. They’d had previous dealings with ... (3 pages)View decision -
Decision Reference DRN-5094111
6 Feb 2025 Phoenix Life Limited Not upheldInsuranceDRN-5094111 The complaint Miss M complains that Phoenix Life Limited trading as Sun Life cancelled her Over 50s life insurance plan in error. She’s also unhappy with the service she’d received from Phoenix Life. What happened Miss M took out a Guaranteed Over 50s life plan in 2008 with ... (3 pages)View decision
