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 123440 results
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Decision Reference DRN-5481019
19 Jun 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5481019 The complaint This complaint is about a term assurance policy held jointly by Mr K, and his late wife, Mrs K. Their son – who I shall call Mr E – is representing Mr K in pursuing the complaint. Mr E says Legal and General Assurance Society Limited (‘L&G’) has unreasonabl... (4 pages)View decision -
Decision Reference DRN-5635983
19 Jun 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5635983 The complaint Mr M complains that Wise Payments Limited didn’t do enough to prevent him from losing money to a cryptocurrency investment scam. Mr M has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr M himself where I als... (4 pages)View decision -
Decision Reference DRN-5547025
19 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5547025 The complaint Ms Y complains that TSB Bank plc hasn’t treated her fairly after she was incorrectly charged by an online merchant. What happened Ms Y used her card to buy a low value item online in September 2024. She then saw the merchant had charged her card additional time... (3 pages)View decision -
Decision Reference DRN-5321552
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5321552 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. Mr S has been represented in his complaint by a firm of solicitors. What happened The parties are familiar with the background to this complaint, so I won’t set it ... (4 pages)View decision -
Decision Reference DRN-4922842
19 Jun 2025 Zurich Assurance Ltd UpheldInsuranceDRN-4922842 The complaint Mrs D and Mr D as trustees of the D Trust complain about Zurich Assurance Ltd’s review of their whole of life policy and its decision to require significant increases in the premium or reduction in sum assured. What happened Mrs D took out a reviewable whole of... (4 pages)View decision -
Decision Reference DRN-5610570
19 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5610570 The complaint Mr and Mrs S complain that Santander UK PLC failed to comply with the terms of the Debt Respite Scheme (Breathing Space Moratorium and Mental Health Crisis Moratorium) (England and Wales) Regulations 2020 for the following reasons: 1. Santander didn’t apply to... (7 pages)View decision -
Decision Reference DRN-5551556
19 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5551556 The complaint Mrs K complains of poor customer service following contacting the Royal Bank of Scotland Plc (RBS) concerning a blocked payment. And that it refused to pay the promised amount of compensation. What happened In February 2025, Mrs K contacted RBS, as her card had... (2 pages)View decision -
Decision Reference DRN-5513671
19 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5513671 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t refunded him for transactions he says he didn’t authorise. He also complains about issues concerning the administration of his account. What happened In September 2024, Mr S ... (4 pages)View decision -
Decision Reference DRN-5624076
19 Jun 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5624076 The complaint Mr F’s complaint concerns investments made on a platform by a Discretionary Fund Manager (DFM), in his self-invested personal pension (SIPP), provided by IFG Pensions Limited (IFG). Mr F, via a representative, says IFG allowed the DFM to act without carrying ou... (23 pages)View decision -
Decision Reference DRN-5552242
19 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5552242 The complaint Ms C complains that Lloyds Bank PLC provided poor customer service during calls, and she would like further compensation for her time and the unhelpfulness of Lloyds’ agents. What happened On 11 July 2024 Ms C asked Lloyds to refund a payment of £76.58 she had... (3 pages)View decision
