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-5229190
19 May 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5229190 The complaint Mr G complains about the service and advice he has received from AFH Independent Financial Services Limited trading as AFH Wealth Management (‘AFH’) regarding his request to transfer the benefits in his defined-benefit (‘DB’) occupational pension scheme. He is ... (10 pages)View decision -
Decision Reference DRN-5469860
19 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5469860 The complaint Mr M has complained Santander UK plc took too long to sort out problems with his credit record after he was the victim of impersonation fraud. What happened In early 2023 Mr M noticed credit card bills he was receiving although he’d not taken out a credit card ... (2 pages)View decision -
Decision Reference DRN-5562834
19 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5562834 The complaint Ms B complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Ms B is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms B herself What h... (2 pages)View decision -
Decision Reference DRN-5568037
19 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5568037 The complaint Mrs S complains that Revolut Ltd (‘Revolut’) hasn’t protected her from losing money to an authorised push payment (‘APP’) investment scam. In bringing her complaint, Mrs S has used the services of a professional representative. For ease of reading within this d... (12 pages)View decision -
Decision Reference DRN-5126435
19 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5126435 The complaint Mr S is unhappy with the way Admiral Insurance (Gibraltar) Limited handled his travel medical claim. What happened Mr S had travel medical cover with Admiral. Admiral used third-party providers to handle the emergency assistance part of Mr S’s claim. However, f... (3 pages)View decision -
Decision Reference DRN-5535974
19 May 2025 Trading 212 UK Limited UpheldBanking and PaymentsDRN-5535974 The complaint Ms W complains that Trading 212 UK Limited delayed the transfer in of her cash ISA from a third party and provided poor customer service. What happened Ms W explains that she made a transfer request to Trading 212 UK. It told her that the third party had reject... (2 pages)View decision -
Decision Reference DRN-5460107
19 May 2025 Santander UK Plc UpheldMortgagesDRN-5460107 The complaint Ms M’s complaint is about a mortgage she holds with Santander UK Plc. The essence of the complaint, which flows from an earlier complaint that we looked at in 2024, can be summarised under two broad bullet points. Thes are: that Ms M believes the arrears on... (3 pages)View decision -
Decision Reference DRN-5157945
19 May 2025 abrdn Fund Managers Limited UpheldPensions and AnnuitiesDRN-5157945 The complaint Mr P has complained about delays caused by abrdn Fund Managers Limited (“abrdn”) in releasing the sale proceeds from investments he held with them. These delays meant the annuity which Mr P intended to purchase was delayed, resulting in annuity payments being m... (5 pages)View decision -
Decision Reference DRN-5157970
19 May 2025 Threadneedle Investment Services Limited UpheldPensions and AnnuitiesDRN-5157970 The complaint Mr P has complained about delays caused by Threadneedle Investment Services Limited trading as Columbia Threadneedle (“Threadneedle”) selling investments he held with them. These delays meant the annuity which Mr P intended to purchase was delayed, resulting in... (5 pages)View decision -
Decision Reference DRN-5378260
17 May 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5378260 The complaint Mr F complains that Fairmead Insurance Limited (“Fairmead”) unfairly declined a claim he made for loss of rent under his landlord insurance policy. What happened Mr F holds a Residential Property Owners Insurance policy with Fairmead. In February 2023, he disco... (4 pages)View decision
