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 123872 results
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Decision Reference DRN-5725720
30 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5725720 The complaint Mr and Mrs B are unhappy that U K Insurance Limited (UKI) declined their contents insurance claim. They’re also unhappy with the service they’ve received from UKI during the handling of their claim. What happened The background to this complaint is well-known t... (5 pages)View decision -
Decision Reference DRN-5725479
30 Jul 2025 EBS Pensions Limited UpheldPensions and AnnuitiesDRN-5725479 The complaint Mr N complains that EBS Pensions Limited trading as Embark Pensions delayed the transfer of his Self-Invested Personal Pension (SIPP) to a new provider and he suffered financial loss as a result. What happened Mr N had a SIPP with Embark. He requested that his ... (7 pages)View decision -
Decision Reference DRN-5692920
30 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5692920 The complaint Mr B complains about the way The National Farmer’s Union Mutual Insurance Society Limited (“NFU”) has handled a claim he made for subsidence damage to his property. Whilst this complaint has been brought by both Mr and Mrs B, as Mr B has been the main correspon... (7 pages)View decision -
Decision Reference DRN-4714403
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4714403 The complaint On 1 December 2021, Mr M made a payment of £25,000 from his account with Monzo Bank Ltd (‘Monzo’) in connection with an investment opportunity which he now considers to be a scam. He complains that Monzo won’t refund the money he lost to an authorised push paym... (5 pages)View decision -
Decision Reference DRN-5725682
30 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5725682 The complaint Miss K complains Santander UK Plc (‘Santander’) blocked access to her accounts and closed them. She’s also unhappy with the overall service she received from Santander throughout her complaint with it. Miss K says Santander’s actions caused her significant dis... (8 pages)View decision -
Decision Reference DRN-5724167
30 Jul 2025 Shipman Wealth Management Ltd UpheldInvestmentsDRN-5724167 The complaint Mr and Mrs F complain that since 2018 Shipman Wealth Management Limited (‘Shipman’) mis-managed their investment portfolios, overcharged fees and failed to provide the services they were paying for. What happened Mr and Mrs F held a discretionary managed inves... (13 pages)View decision -
Decision Reference DRN-5725556
30 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5725556 The complaint Mr C complains that Revolut Ltd has declined to refund disputed transactions that were made from his account. What happened On 28 May 2024, transactions totalling almost £4,000 were made from Mr C’s account to an online retailer. Mr C discovered the transaction... (4 pages)View decision -
Decision Reference DRN-5204776
30 Jul 2025 Ascot Wealth Management Limited UpheldPensions and AnnuitiesDRN-5204776 The complaint Mr H is unhappy with the performance of his pension investments since he was advised to switch to a more expensive portfolio by Ascot Wealth Management Limited (AWM). What happened The investigator set out the background to the complaint in his recommendation l... (6 pages)View decision -
Decision Reference DRN-5724614
30 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5724614 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-5136948
30 Jul 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5136948 The complaint Mr B complains that Metro Bank PLC (“Metro”) hasn’t refunded the £19,989.66 he lost as the result of a job scam. What happened Between 10 February 2023 and 4 April 2023 Mr B made 12 faster payments totalling £19,989.66 Transaction # Date Payee DebitCredit1 10... (5 pages)View decision
