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 122404 results
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Decision Reference DRN-5627517
16 Jun 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5627517 The complaint Mr C complains that Aviva Life and Pensions UK Limited (‘Aviva’) delayed switching the monies from his existing self-invested personal pension (SIPP) with them, to his new provider. Mr C would now like Aviva to pay him the lost investment growth potential he be... (6 pages)View decision -
Decision Reference DRN-5627929
16 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5627929 The complaint Mr A complained that Westerby Trustee Service Limited (Westerby) made mistakes which delayed the transfer of his self-invested personal pension (SIPP) to a new provider (Provider A) which may have resulted in a financial loss. He also complained that he was unh... (7 pages)View decision -
Decision Reference DRN-5627858
16 Jun 2025 Turney & Associates Ltd UpheldMortgagesDRN-5627858 The complaint Mr C complains that Turney & Associates Ltd unfairly asked him to pay its brokers fee after he decided to take mortgage advice elsewhere. What happened Mr C contacted Turney & Associates for mortgage advice in January 2023 as he was looking to buy a pro... (5 pages)View decision -
Decision Reference DRN-5622025
16 Jun 2025 Financial Administration Services Limited UpheldInvestmentsDRN-5622025 The complaint The estate of Mr A, represented by Mr R in his capacity as executor of the estate, complains that Financial Administration Services Limited (FASL) have settled a transaction incorrectly. What happened The late Mr A held investments with FASL. After his unfortun... (3 pages)View decision -
Decision Reference DRN-5627844
16 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5627844 The complaint Miss B complains Admiral Insurance (Gibraltar) Limited unfairly declined a claim she made on her motor insurance policy when the vehicle was stolen. Miss B has been, at points, represented in bringing the complaint, by a named driver on the policy. But for eas... (5 pages)View decision -
Decision Reference DRN-5627629
16 Jun 2025 Nationwide Building Society UpheldMortgagesDRN-5627629 The complaint Mr G complains that Nationwide Building Society treated him unfairly when his mortgage fell into arrears. What happened Mr G’s mortgage fell into arrears in late 2023. Mr G says Nationwide took recovery action instead of offering support, such as a lower intere... (3 pages)View decision -
Decision Reference DRN-5626796
16 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5626796 The complaint Mrs O is unhappy with how HDI Global Specialty SE settled her pet insurance claim. What happened Mrs O’s dog became unwell and needed vet treatment. This included an out-of-hours emergency consultation. Sadly, Mrs O’s dog passed away. Mrs O made a claim to HDI... (4 pages)View decision -
Decision Reference DRN-5553719
16 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5553719 The complaint Miss G complains TransUnion International UK Limited has acted unfairly by not disputing information on her credit file, after she asked it to. What happened In October 2024 Miss G contacted TransUnion as she noticed a search on her credit file, from a company... (3 pages)View decision -
Decision Reference DRN-5627376
16 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5627376 The complaint Mr B and Mrs S have complained about the delays caused by their travel insurer, Inter Partner Assistance SA (“IPA”), while reviewing a claim they made on their policy. What happened I issued a provisional decision regarding this complaint last month where I sa... (3 pages)View decision -
Decision Reference DRN-5627291
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5627291 The complaint Mr U complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr U said he had been interested in trading in cryptocurrency and had used a cryptocurrency provider, I’ll refer to as B, to do so. Mr U told u... (11 pages)View decision
