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 121115 results
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Decision Reference DRN-5318906
21 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5318906 The complaint Mr T complains that AXA Insurance UK Plc declined a subsidence claim on his commercial property insurance policy. What happened Mr T has a commercial property, which is let to a tenant. In May 2021 he made a claim on his policy after the tenant reported problem... (4 pages)View decision -
Decision Reference DRN-5269140
21 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5269140 The complaint Mr and Mrs P have complained that Aviva Insurance Limited hasn’t fully settled a claim they made on a travel insurance policy associated with a bank account. As it is Mrs P leading on the complaint, I will mostly just be referring to her in this decision. Wha... (3 pages)View decision -
Decision Reference DRN-5013209
21 Feb 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5013209 The complaint Mrs N has complained Telefonica UK Limited, trading as O2, took time to sort out the cancellation of her credit agreement and then delayed refunding her. What happened In January 2024 Mrs N decided to renew her credit agreement for a handset with O2. Practicall... (2 pages)View decision -
Decision Reference DRN-5203660
21 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5203660 The complaint Mr B has complained Nationwide Building Society allowed a current account, two personal loans and a credit card to be opened in his name without his consent. What happened Mr B applied for a mortgage in 2024 and found that his credit record limited him in doing... (3 pages)View decision -
Decision Reference DRN-4521380
21 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4521380 The complaint Mr T is unhappy that Santander UK Plc has decided not to refund him after he was the victim of an authorised push payment (APP) scam. What happened Mr T said he was looking to invest after receiving some inheritance money. Mr T says he was introduced to an inv... (6 pages)View decision -
Decision Reference DRN-4779556
21 Feb 2025 eToro (UK) Ltd UpheldInvestmentsDRN-4779556 The complaint Mr A has complained about the difficulties he experienced when trying to deposit funds into his trading account with eToro (UK) Limited (‘eToro’). Because of this, Mr A couldn’t trade as he wished, and has lost out on the potential profit. What happened Mr A h... (5 pages)View decision -
Decision Reference DRN-5329681
21 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5329681 The complaint Miss R complains, through her representatives, that Options UK Personal Pensions LLP (“Options”) previously Carey Pensions UK - didn’t carry out adequate due diligence as regards her Self-Invested Personal Pension (SIPP). What happened Although Miss R is repres... (18 pages)View decision -
Decision Reference DRN-4956376
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4956376 The complaint Mr N complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail here. But in summary, I understand it to be as fo... (9 pages)View decision -
Decision Reference DRN-5347100
21 Feb 2025 Johnston Campbell Ltd UpheldPensions and AnnuitiesDRN-5347100 The complaint Mr M believes Johnston Campbell Ltd trading as Amber River NI was at fault when it instructed a pension withdrawal following contact from someone impersonating Mr M. £250,000 was fraudulently withdrawn from Mr M’s Self-Invested Personal Pension (SIPP), more tha... (7 pages)View decision -
Decision Reference DRN-5025416
21 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5025416 The complaint Mr R complains Santander UK Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to all parties, and so my summary here will be relatively brief. Mr R learned of an investment opportuni... (5 pages)View decision