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 128312 results
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Decision Reference DRN-5254063
13 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5254063 The complaint Mr S complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here in detail. The facts are not in dispute so I w... (7 pages)View decision -
Decision Reference DRN-5192373
13 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5192373 The complaint Mr B complained about what happened when he tried unsuccessfully to install Santander UK Plc’s mobile banking application on his phone . What happened Mr B was unable to complete the process to download and install Santander’s mobile banking application (‘app&... (3 pages)View decision -
Decision Reference DRN-5038191
13 Jan 2025 Admiral Financial Services Limited UpheldConsumer CreditDRN-5038191 The complaint Miss H has complained Admiral Financial Services Limited is asking her to repay a fixed- sum loan she took out as the result of emotional and financial abuse. What happened In June 2018, Miss H applied for a loan with Admiral for £25,000. She made this applicat... (2 pages)View decision -
Decision Reference DRN-5253701
13 Jan 2025 American International Group UK Limited UpheldInsuranceDRN-5253701 The complaint B complains that AMERICAN INTERNATIONAL GROUP UK LIMITED (‘AIG’) unfairly declined a claim it made on its retail combined insurance policy, which it then voided for the policy year claimed on as well as two previous years. It’s also unhappy with the service it ... (4 pages)View decision -
Decision Reference DRN-5255884
13 Jan 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5255884 The complaint Mr H’s representative (‘CMC’) complains about the due diligence Pathlines Pensions UK Limited undertook before accepting the transfer of Mr H’s personal pensions and Mr H’s defined-benefit (‘DB’) occupational pension scheme into a Self-Invested Personal Pension... (43 pages)View decision -
Decision Reference DRN-5190849
13 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5190849 The complaint Miss B complains that NewDay Ltd failed to reduce the outstanding balance on her credit card account after agreeing to do so. What happened Miss B holds a credit card account with NewDay. She entered a payment agreement with NewDay on 10 April 2024. She agreed ... (3 pages)View decision -
Decision Reference DRN-5216929
13 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5216929 The complaint Ms L complained about how Admiral Insurance (Gibraltar) Limited handled her repair claim under her motor insurance policy. What happened Ms L’s car was damaged in an incident and Admiral’s approved repairers (Admiral’s garage) repaired it. But when Ms L got her... (2 pages)View decision -
Decision Reference DRN-5256457
13 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5256457 The complaint Ms T complains about the amount Liverpool Victoria Insurance Company Limited (“LV”) offered to settle a claim she made under her home insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Ms T got in touch wi... (4 pages)View decision -
Decision Reference DRN-5256503
13 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5256503 The complaint Mr S complains about Marshmallow Insurance Limited’s (Marshmallow) decision to avoid his car insurance policy following a claim he made. What happened In December 2023, Mr S bought car insurance underwritten by Marshmallow. In February 2024, following an accid... (4 pages)View decision -
Decision Reference DRN-5238473
13 Jan 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5238473 The complaint Mrs R – the wife of the late Mr R, complains that Westerby Trustee Services Limited (‘Westerby’) should have completed more checks before accepting Mr R’s application from Abana Unipessoal Lda (‘Abana’), for a Self-Invested Personal Pension (‘SIPP’). Mr R tran... (43 pages)View decision