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 121478 results
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Decision Reference DRN-3104888
23 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3104888 The complaint Mr C complains, through a representative, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (36 pages)View decision -
Decision Reference DRN-5050146
23 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5050146 The complaint Miss T complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home insurance policy in the name of Miss T and Mr R. As Miss T dealt with the claim and complaint, for ease, I will only refer to her. References to RSA i... (2 pages)View decision -
Decision Reference DRN-5245518
23 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5245518 The complaint Mr M is unhappy with Santander UK Plc. Mr M found Santander had blocked access to his accounts and wouldn’t tell him why. Santander wouldn’t lift the block until Mr M went to a branch with proof of identification. What happened Mr M said he was vulnerable, had... (3 pages)View decision -
Decision Reference DRN-5008233
23 Jan 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5008233 The complaint Ms T complains that Shawbrook Bank Limited (Shawbrook) have provided two statements for the same accounting period with two different balances. What happened On 27 December 2023, Ms T requested a £6,000 ISA transfer from her previous provider to Shawbrook. When... (4 pages)View decision -
Decision Reference DRN-5147280
23 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5147280 The complaint Mrs B complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Mrs B was contacted via a messaging app about an investment opportunity, which turned out to be a scam. She was told the investment was buying and selling cur... (9 pages)View decision -
Decision Reference DRN-5206471
23 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5206471 The complaint Mr S(1) and Mr S(2) complain about how Admiral Insurance (Gibraltar) Limited (“Admiral”) declined a claim under their car insurance policy. Mr S(2) is a named driver on the policy, which is held in Mr S(1)’s name. But for ease, and because the person primarily ... (5 pages)View decision -
Decision Reference DRN-5184607
23 Jan 2025 Amtrust Europe Limited UpheldInsuranceDRN-5184607 The complaint Mr O and Ms S are unhappy with how Amtrust Europe Limited (Amtrust) handled a claim made under a Premier Guarantee New Home Warranty (the warranty) for damage to their flat. Any references to Amtrust include their agents. As Mr O has been the primary contact f... (5 pages)View decision -
Decision Reference DRN-5113297
23 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5113297 The complaint Mr and Miss M complain that National Westminster Bank Plc (“NatWest”) did not refund the transactions they lost to a scam. What happened Mr and Miss M found an investment opportunity after a friend recommended it. The business model centred around car leasing; ... (5 pages)View decision -
Decision Reference DRN-5243729
23 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5243729 The complaint Mrs D is unhappy that Metro Bank PLC will not refund all of the money she lost as the result of a scam. Mrs D brought her complaint through a representative. For ease of reading I will refer solely to Mrs D in this decision. What happened As both parties are fa... (4 pages)View decision -
Decision Reference DRN-5211141
23 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5211141 The complaint Mr T complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to a scam. Mr T is being represented by a claims management company in this complaint. What happened In January 2021, Mr T invested in a company – Buy... (7 pages)View decision
