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 128535 results
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Decision Reference DRN-5299922
7 Mar 2025 JPMorgan Funds Limited UpheldInvestmentsDRN-5299922 The complaint Mr B1 and Mr B2, as executors, complain on behalf of the estate of their mother, Mrs B, about the services provided by JPMorgan Funds Limited trading as J.P. Morgan Asset Management (‘JPM’). They say JPM acted unfairly by not paying the estate the distribution... (11 pages)View decision -
Decision Reference DRN-5341791
7 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5341791 The complaint Mr G has complained about Covea Insurance plc. He’d arranged a motor trade insurance policy with it, but it cancelled it within a few weeks of the cover starting. What happened Mr G, using a broker, arranged a policy with Covea. Covea cancelled the policy as i... (3 pages)View decision -
Decision Reference DRN-5314644
7 Mar 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5314644 The complaint Mr and Mrs L2 complain, on behalf of Mr L1, that Mr L1 has been excluded from opening a Digital Regular Saver with The Royal Bank of Scotland Plc due to its system constraints. Mr and Mrs L2 have financial and welfare guardianship for Mr L1, but due to RBS’ sys... (2 pages)View decision -
Decision Reference DRN-5045189
7 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5045189 The complaint Mr H complains that Zempler Bank Limited, trading as Cashplus Bank, closed his newly opened account and didn’t immediately return the balance. What happened In April 2024, Mr H opened an account with Cashplus. But one day later Cashplus decided to close the acc... (3 pages)View decision -
Decision Reference DRN-5180307
7 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5180307 The complaint Mr and Mrs R complain about Admiral Insurance (Gibraltar) Limited’s handling of their home insurance claim. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Admiral has accepted it is acco... (6 pages)View decision -
Decision Reference DRN-5275524
7 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5275524 The complaint Ms G complains about Fairmead Insurance Limited’s handling of a claim made under her home insurance policy after a landslip damaged her property. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary ... (7 pages)View decision -
Decision Reference DRN-5374388
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5374388 The complaint Mr S complains Revolut Ltd won’t refund the money he lost to a scam. What happened In early 2023, Mr S came across an advert featuring a media personality promoting a cryptocurrency investment opportunity. He clicked a link on it to follow up and give his conta... (10 pages)View decision -
Decision Reference DRN-5273581
7 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5273581 The complaint Mrs E complains that Nationwide Building Society hasn’t a refunded a payment that was taken from her credit card account. What happened Mrs E enrolled on an educational course with a learning provider (who I’ll refer to as “S”). The cost of the course was £1,49... (3 pages)View decision -
Decision Reference DRN-5209116
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5209116 The complaint Mr P complains that Revolut Ltd failed to protect him when he fell victim to a cryptocurrency investment scam. Mr P is represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has b... (12 pages)View decision -
Decision Reference DRN-4763069
7 Mar 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4763069 The complaint Mrs C has complained about a transfer of her St James's Place UK plc (‘St James’s Place’) personal pensions to a small self-administered scheme (‘SSAS’) in January 2016. Mrs C’s SSAS was subsequently used to invest in Dolphin Capital (‘Dolphin’), a loan no... (13 pages)View decision