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 120614 results
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Decision Reference DRN-5363539
4 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5363539 The complaint Mr R has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd (‘Zurich’) personal pension to a small self-administered scheme (‘SSAS’) in December 2016. Mr R’s SSAS was subsequently used to invest in Dolphin Ca... (15 pages)View decision -
Decision Reference DRN-5344144
4 Mar 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5344144 The complaint Mr O is complaining about the way Fortegra Europe Insurance Company Ltd has handled a claim he made on his roadside assistance policy after he sought assistance following a breakdown. What happened In August 2024 Mr O contacted Fortegra as he’d smelt smoke whil... (3 pages)View decision -
Decision Reference DRN-4958839
4 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4958839 The complaint Mr T complains that Barclay Bank UK PLC did not refund a series of payments he lost to a scam. What happened Mr T found an investment opportunity on social media and was added to a group led by two individuals. He was convinced to invest in a certain cryptocurr... (5 pages)View decision -
Decision Reference DRN-5360331
4 Mar 2025 QIC Europe Ltd UpheldInsuranceDRN-5360331 The complaint Mrs T is complaining about the way QIC Europe Ltd has handled a subsidence claim she made on her buildings insurance policy. Mrs T has been represented by a solicitor firm in the handling of the claim and complaint. But, for ease of reference, I shall refer to ... (4 pages)View decision -
Decision Reference DRN-5173143
4 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5173143 The complaint Mr R complains that NewDay Ltd irresponsibly lent him money on a credit card. What happened Mr R applied for a credit card with NewDay in September 2019. NewDay offered him a card with an initial credit limit of £1,200. NewDay subsequently increased the credit ... (3 pages)View decision -
Decision Reference DRN-5330399
4 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5330399 The complaint Miss S says NatWest failed to offer her support when she was spending compulsively and experiencing financial harm. Background Miss S has a compulsive spending problem which resulted in her gambling in an excessive and harmful way. She says that this impacted ... (5 pages)View decision -
Decision Reference DRN-5118604
4 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5118604 The complaint Mrs W complains that HSBC UK Bank Plc (‘HSBC’) did not reimburse the funds she lost to a scam. What happened Mrs W fell victim to a manipulative scam. She was contacted on 16 September 2023 by an individual she believed to be from HSBC, who she held her current... (8 pages)View decision -
Decision Reference DRN-5316248
4 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5316248 The complaint Ms M is unhappy with what Aviva Insurance Limited did after she made a claim on her legal expenses insurance policy. What happened At the end of November 2023 Ms M made a claim on her policy. She said the managing agent of her property was seeking an injunction... (3 pages)View decision -
Decision Reference DRN-5351627
4 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5351627 The complaint Mr C is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr C is being represented by a claims management company but for ease of reference I’ll only refer to Mr C here. What happened The detailed background to this complaint is ... (12 pages)View decision -
Decision Reference DRN-5366998
4 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5366998 The complaint Mr D and Miss M have complained that U K Insurance Limited trading as Privilege Insurance (UKI) unfairly declined a claim under their home insurance policy. What happened Mr D and Miss M were having their guttering cleaned when the contractor found loose roof ... (4 pages)View decision
