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 121876 results
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Decision Reference DRN-5560673
14 May 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5560673 The complaint Mrs M complains that Zurich Assurance Ltd (Zurich) has requested the refund of an overpayment of pension benefits from her Personal Pension Plan (PPP) due to an error it made having provided conflicting information about the plan value. It also made other error... (4 pages)View decision -
Decision Reference DRN-4941205
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4941205 The complaint Miss B complains that Revolut Ltd won’t refund the money she lost when she fell victim to a scam. What happened In March 2024, Miss B received a call notifying her that she had been accused of financial/tax crimes. She was directed to check the number the call ... (7 pages)View decision -
Decision Reference DRN-5119419
14 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5119419 The complaint Mr H has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited. What happened Stellantis supplied Mr H with a new car on a hire purchase agreement in November 2020. The cash price of the car was around £24,000. T... (5 pages)View decision -
Decision Reference DRN-4909526
14 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4909526 The complaint Mr W complains that Barclays Bank UK PLC unfairly closed his bank account and took too long to complete a review of his account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of so... (5 pages)View decision -
Decision Reference DRN-5537706
14 May 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5537706 The complaint Mrs I complains that Scottish Widows Limited (Scottish Widows) have mis-administered her Personal Pension Plan (the plan) giving rise to personal tax liabilities she says should not have been incurred. She wants the tax liability paid and compensation for the i... (6 pages)View decision -
Decision Reference DRN-5207527
14 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5207527 The complaint Mr and Mrs B complain that Santander UK Plc (Santander) didn’t stop numerous transactions (each of around £1.00) from leaving their account. The amounts have been refunded but they are unhappy with how this has been handled by Santander. What happened The backg... (2 pages)View decision -
Decision Reference DRN-5426342
14 May 2025 esure Insurance Limited UpheldInsuranceDRN-5426342 The complaint Miss T complains that esure Insurance Limited (‘esure’) didn’t renew her motor insurance policy which led to her being stopped by the police. What happened Miss T spoke to esure on the phone in August 2023 to question why a direct debit payment hadn’t gone out... (6 pages)View decision -
Decision Reference DRN-5153162
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5153162 The complaint Miss B complains Revolut Ltd blocked her account and gave her misleading information. What happened The detailed background to this complaint is well known to both parties. As such, I’ll provide only an overview of the most essential facts here. Miss B has an... (4 pages)View decision -
Decision Reference DRN-5009746
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5009746 The complaint Miss T complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Miss T said she saw an investment advert on social media and she clicked a link which directed her to an investment firm, that we now know to... (11 pages)View decision -
Decision Reference DRN-5559780
14 May 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5559780 The complaint Mrs M complains that HCC International Insurance Company Plc turned down her subsidence claim made under her property insurance policy. Any reference to HCC includes its agents. What happened Mrs M owns a flat within a block of flats. She has property insuran... (5 pages)View decision
