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 362716 results
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Decision Reference DRN-5033977
4 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5033977 The complaint Mr M complains that Phoenix Life Limited (Phoenix) is not allowing him to take a tax-free lump sum from his pension transfer plan. Mr M also doesn’t agree that there is insufficient value in his plan to provide a tax-free lump sum. He says that the amounts quot... (6 pages)View decision -
Decision Reference DRN-5065002
4 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5065002 The complaint Mr A complains that Marshmallow Insurance Limited (Marshmallow) unfairly accused him of fraud and cancelled his car insurance policy. What happened Mr A took out a car insurance policy in January 2023. In September 2023 Marshmallow contacted him and asked for ... (5 pages)View decision -
Decision Reference DRN-5106447
4 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5106447 The complaint Mrs H unhappy that The Royal London Mutual Insurance Society Limited didn’t cover a terminal illness claim under the life insurance policy she held jointly with Mr H. What happened The details of this complaint are well known to both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-4831143
4 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4831143 The complaint Mr and Mrs H complain that Barclays Bank UK PLC won’t refund the money they lost by paying what they believe was a scam. What happened In December 2019, Mr and Mrs H found out about an opportunity to invest in a property development company via a broker. They m... (3 pages)View decision -
Decision Reference DRN-5084295
4 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5084295 The complaint Mr B complains that Phoenix Life Limited (“Phoenix”) has failed to manage his pension investments in a professional manner. In particular he complains about the charges that have been applied to his pension investments, the lack of regular statements received, ... (3 pages)View decision -
Decision Reference DRN-4654718
4 Dec 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4654718 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In May 2023, Mr S was supplied with a new car through a hire purchase agreement with BMF. He paid a £... (4 pages)View decision -
Decision Reference DRN-5183777
4 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5183777 The complaint Mr B complains that West Bay Insurance Plc is responsible for mishandling his claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2016. By about April 202... (5 pages)View decision -
Decision Reference DRN-4443334
4 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4443334 The complaint Mr M is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr M say... (10 pages)View decision -
Decision Reference DRN-5119125
4 Dec 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-5119125 The complaint The estate complains that National Savings and Investments (NS&I) didn’t adequately explain wording on its website after it requested the estate provide a Grant of Probate in order to be paid the value of the bonds. What happened The late Mrs A held premium... (3 pages)View decision -
Decision Reference DRN-5182458
4 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5182458 The complaint Miss D and Mr S have complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) avoided their policy and refused to pay their claim under their home contents policy. As Miss D mainly seemed to deal with the complaint, for ease, I will normally only refe... (4 pages)View decision
