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-5723257
29 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5723257 The complaint Mr F says Advantage Insurance Company Limited didn’t pay him enough for his written-of car after he made a claim on his motor insurance policy. What happened Mr F’s car was damaged in a non-fault accident. Advantage checked the valuations shown in three of the... (2 pages)View decision -
Decision Reference DRN-5646457
29 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5646457 The complaint Miss M complains that U K Insurance Limited (“UKI”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a vehicle, which Miss M acquired subject to an agreement with a finance comp... (4 pages)View decision -
Decision Reference DRN-5692143
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5692143 The complaint X complains that NewDay Ltd were unreasonable to default and terminate his agreement when they knew he was medically incapacitated. He says they failed to follow the correct complaints procedure. What happened The detailed background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5166790
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5166790 The complaint Mr T complains Revolut Ltd won’t refund the money he lost when he fell victim to a scam What happened Mr T received a text, seemingly from a courier, saying he needed to pay a small amount to reschedule a delivery. He followed the link in the message and input ... (2 pages)View decision -
Decision Reference DRN-5710429
29 Jul 2025 Lumin Wealth Management Limited UpheldPensions and AnnuitiesDRN-5710429 The complaint Mr Y complains that Lumin Wealth Management Limited (“Lumin”) failed to facilitate the transfer of his pension investments to a new provider in a reasonable period of time. What happened I issued a provisional decision on this complaint earlier this month. In t... (7 pages)View decision -
Decision Reference DRN-5604233
29 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5604233 The complaint Mr W and Mrs B complain that Nationwide Building Society won’t reimburse them after they send money to an investment, that they now consider to have been a scam. What happened The circumstances of this complaint are well known to both parties so I won’t repeat ... (5 pages)View decision -
Decision Reference DRN-5571433
29 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5571433 The complaint Miss W is unhappy with Lloyds Bank Plc. She said the online banking app needed to be fixed. Miss W said her account balance displayed through the online app didn’t take account of all of her upcoming transactions. Miss W said this is misleading and is making it... (3 pages)View decision -
Decision Reference DRN-5721454
29 Jul 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5721454 The complaint The Estate of Mrs C complains that National Savings and Investments only refunded £1 for a £2 bond, and that it gave out wrong information. Mr C is the representative of the Estate. What happened Mr C’s wife passed away in 2023. Mr C contacted NS&I in July ... (2 pages)View decision -
Decision Reference DRN-5546390
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5546390 The complaint Mrs P complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. Mrs P has brought her complaint with the assistance of a professional representative. For ease of reading, I will refer to... (3 pages)View decision -
Decision Reference DRN-5306765
29 Jul 2025 Profile Financial Solutions Limited UpheldPensions and AnnuitiesDRN-5306765 The complaint Mr W complains that Profile Financial Solutions Limited (Profile) misadvised him to transfer his employer sponsored company pension scheme (OPS), causing losses. He wants compensation for the losses. Mr W is assisted in bringing his complaint by a Claims Manag... (7 pages)View decision
