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 381196 results
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Decision Reference DRN-5346958
11 Aug 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5346958 The complaint Mrs W has complained about the actions of Origen Financial Services Limited in relation to a transfer of her defined benefit (‘DB’) occupational pension scheme. What happened In 2022, Mrs W’s DB scheme (‘the Scheme’) began the process of being wound up followin... (4 pages)View decision -
Decision Reference DRN-5746819
11 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5746819 The complaint Miss M complains American Express Services Europe Limited (“American Express”) didn’t do enough to help get a refund for a transaction made on her credit card. What happened In October 2023, Miss M bought a beauty product online from a company I’ll call “H”, pa... (4 pages)View decision -
Decision Reference DRN-5626080
11 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5626080 The complaint Mr H, a sole trader trading as M, has complained that his insurer Royal & Sun Alliance Insurance Limited (RSA’), turned down a claim he made on his tradespeople & homeworkers policy after one of his diggers was stolen. What happened Mr H made a claim o... (3 pages)View decision -
Decision Reference DRN-5577825
11 Aug 2025 LEASYS UK LTD UpheldConsumer CreditDRN-5577825 The complaint Mrs O is unhappy that LEASYS UK LTD trading as Leasys incorrectly recorded missed payments on her credit file. What happened Mrs O entered into a novation agreement, taking over the obligations of a principal hire agreement, with Leasys. The agreement came to a... (2 pages)View decision -
Decision Reference DRN-5435118
11 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5435118 The complaint Mr Y complains that Barclays Bank UK PLC unfairly closed his account and recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Mr Y’s newly opened account with Barclays was closed immediately after being open for a few... (2 pages)View decision -
Decision Reference DRN-5134973
11 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5134973 The complaint Mr H complains Revolut Ltd (“Revolut”) won’t refund the money he lost to a cryptocurrency investment scam. What happened I issued a provisional decision in July 2025 to explain why I thought Mr H’s complaint should be partially upheld. And I said I’d consider a... (6 pages)View decision -
Decision Reference DRN-5707019
11 Aug 2025 Santander UK Plc Not upheldInvestmentsDRN-5707019 The complaint Mr C complains that Santander UK plc failed to properly process his quarterly investment withdrawal as he’d instructed. What happened On 20 March 2024, Mr C set up a regular withdrawal instruction on his Santander investment account for £2,000; £1,000 of the m... (3 pages)View decision -
Decision Reference DRN-5747866
11 Aug 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5747866 The complaint Mr G complains, with the help of a representative, that James Hay Administration Company Ltd (‘James Hay’) failed in its duties in relation to the establishment of his self-invested personal pension (‘SIPP’) and the subsequent acceptance of Elysian Fuels shares... (6 pages)View decision -
Decision Reference DRN-5537840
11 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5537840 The complaint Mr P complains National Westminster Bank Public Limited Company lent to him irresponsibly when they approved his applications to increase his overdraft limits. He also says they failed to properly monitor his use of the overdraft. What happened Mr P was grante... (3 pages)View decision -
Decision Reference DRN-5602884
11 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5602884 The complaint Mr C has complained about U K Insurance Limited (UKI)’s decision to reject a claim he made for storm damage under his home insurance policy. Mr C is being represented by a neighbour in his complaint. For ease, I will refer to Mr C’s representative’s comments as... (4 pages)View decision
