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 122183 results
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Decision Reference DRN-5593307
30 May 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5593307 The complaint Mrs M has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited, but I will refer to L&C throughout. Mrs M says L&C mismanaged her SIPP and as a result it allowed investments t... (35 pages)View decision -
Decision Reference DRN-5593411
30 May 2025 Homeserve Membership Limited UpheldInsuranceDRN-5593411 The complaint The late Mr G’s representative has complained about the actions of Homeserve Membership Limited (‘Homeserve’) in relation to Mr G’s home emergence policy for his previous address. For the avoidance of doubt, the term ‘Homeserve’ includes reference to its agents... (4 pages)View decision -
Decision Reference DRN-5586588
30 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5586588 The complaint Mr W has complained about work carried out by Aviva Insurance Limited (‘Aviva’) following a claim under his home emergency insurance policy. For the avoidance of doubt, the term ‘Aviva’ includes reference to Aviva’s agents and contractors for the purpose of thi... (5 pages)View decision -
Decision Reference DRN-5315021
30 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5315021 The complaint Miss D is unhappy HSBC UK Bank Plc won’t reimburse money she lost to a scam. What happened The investigator has set out the background to this complaint in some detail and it does not appear to be in dispute. I’ve briefly outlined Miss D’s testimony: - In lat... (5 pages)View decision -
Decision Reference DRN-5592586
30 May 2025 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5592586 The complaint Mrs C’s complained that Co-op Funeral Plans Limited didn’t tell her that her pre-paid funeral plan had been cancelled. And they delayed in refunding her what she’d paid. What happened Mrs C bought a pre-paid funeral plan in 2018. She paid the full cost of the p... (2 pages)View decision -
Decision Reference DRN-5154115
30 May 2025 Tesco Personal Finance Limited UpheldConsumer CreditDRN-5154115 The complaint Miss S is unhappy Tesco Personal Finance Limited trading as Tesco Bank is unfairly holding her responsible for a £25,000 loan she says she didn’t apply for. What happened In November 2023, Tesco Bank received an application for a loan using Miss S’ personal det... (3 pages)View decision -
Decision Reference DRN-5574429
30 May 2025 TSB Bank plc UpheldBanking and PaymentsThe complaint Mrs O has complained that TSB Bank plc (‘TSB’) irresponsibly agreed to give her an overdraft facility and then went on to agree increases she couldn’t afford. She says TSB ought not to have provided her with the facility as it worsened her financial situation. What happened M... (4 pages)View decision -
Decision Reference DRN-5569156
30 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5569156 The complaint Mrs K is unhappy Nationwide Building Society left her accounts open and reported a current account on her credit file as restricted, when she believed the accounts had never been opened. What happened In August 2021 Mrs K applied to open a current account and a... (2 pages)View decision -
Decision Reference DRN-5592684
30 May 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5592684 The complaint Ms H complains about Zurich Insurance Company Ltd’s decision to avoid her home insurance policy. What happened Ms H took out a home insurance policy with Zurich in May 2024. In July 2024, she made a claim under the accidental damage to underground services cove... (3 pages)View decision -
Decision Reference DRN-5470086
30 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5470086 The complaint Mr A is unhappy that Revolut Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In August 2023, Mr A was the victim of a scam. He was cold-called by someone who claimed to be an employee of his bank, which I'll refer to as B... (6 pages)View decision
