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 125400 results
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Decision Reference DRN-3947566
15 Aug 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3947566 The complaint Mr P complains that Revolut Ltd (“Revolut”) have failed to refund over £119,000 he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for my... (2 pages)View decision -
Decision Reference DRN-4297953
15 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4297953 The complaint Mr D complains about the way Admiral Insurance (Gibraltar) Limited handled a claim under his motor insurance policy. Any reference to Admiral includes the actions of its agent. What happened The circumstances of this complaint are well known to both parties, so I’... (3 pages)View decision -
Decision Reference DRN-4287373
15 Aug 2023 Inter-UK Financial Services Limited UpheldPensions and AnnuitiesDRN-4287373 The complaint Mr B complains about advice given by Inter-UK Financial Services Limited (Inter-UK) to switch to a self invested personal pension (SIPP) and invest via a Discretionary Fund Manager (DFM). Mr B’s pension fund has fallen in value and Mr B says that Inter-UK is respo... (7 pages)View decision -
Decision Reference DRN-4063833
15 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4063833 The complaint Mr D has complained that National Westminster Bank Plc unreasonably refused to refund unauthorised transactions which occurred on his bank account following the theft of his wallet and phone. What happened Mr D had recently moved to London for his job. He said he ... (3 pages)View decision -
Decision Reference DRN-4300535
15 Aug 2023 West Bay Insurance Plc UpheldInsuranceDRN-4300535 The complaint X complains that West Bay Insurance plc mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a large sports utility vehicle, first registered in 2016. X acquired the vehicle in 2019 (according to the ... (5 pages)View decision -
Decision Reference DRN-4081243
15 Aug 2023 Elderbridge Limited UpheldMortgagesDRN-4081243 The complaint This complaint is about a secured loan Mr P took out in May 2007. The loan was originally taken out with a business I will call F, and ownership of the loan was passed to Elderbridge Limited in January 2016. Mr P is unhappy that he still owes so much on the loan. ... (3 pages)View decision -
Decision Reference DRN-4237019
15 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4237019 Complaint Miss R is unhappy that Barclays Bank UK PLC didn’t reimburse her after she fell victim to a scam. Background Between December 2015 and December 2017, Miss R lost a significant sum of money to a romance scam. She had met a man on an overseas holiday in 2011. In April 2... (3 pages)View decision -
Decision Reference DRN-4209629
15 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4209629 The complaint Ms H has complained that Barclays Bank UK PLC (“Barclays”) provided her with inaccurate information about how insurance claims would be dealt with as part of a Tech Pack. What happened Ms H had a Tech Pack, that included mobile phone and gadget insurance cover. Ms... (4 pages)View decision -
Decision Reference DRN-4228807
15 Aug 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4228807 The complaint Mr S has complained that Aviva Life & Pensions UK Limited’s actions led to a delay in the transfer of his defined benefit (‘DB’) occupational pension scheme (‘OPS’) to his existing Aviva stakeholder pension. Mr S believes he has lost out as a result of the del... (8 pages)View decision -
Decision Reference DRN-4301046
15 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4301046 The complaint Mr and Mrs D have complained about Aviva Insurance Limited’s (Aviva’s) handling and settlement of a claim they made under their commercial property insurance (landlord’s) policy for damage caused to their let property by an escape of water. What happened The detai... (10 pages)View decision
