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 392389 results
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Decision Reference DRN-5953996
15 Nov 2025 Maunder Taylor Not upheldInsuranceDRN-5953996 The complaint Mr P has complained in his capacity as director of limited company “B” about the service provided by Maunder Taylor in arranging insurance for a commercial property. What happened Mr P, one of the directors of B, owns a flat in a block and also owns a share of ... (4 pages)View decision -
Decision Reference DRN-5940291
15 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5940291 The complaint Mr D complains about Revolut Ltd (“Revolut”) due to delays he experienced in a transfer being made. He wants Revolut to increase its offer of compensation for his distress and inconvenience. What happened Mr D banked with Revolut. On 9 April 2025 he initiated a... (2 pages)View decision -
Decision Reference DRN-5954177
15 Nov 2025 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-5954177 The complaint Mr W has complained that Embark Investment Services Limited trading as Stocktrade (‘Stocktrade’) did not inform him that an appropriateness form he had submitted had been actioned. The appropriateness form was required for Mr W to be allowed to purchase 5000 sh... (5 pages)View decision -
Decision Reference DRN-5853593
15 Nov 2025 Redmayne-Bentley LLP Not upheldPensions and AnnuitiesDRN-5853593 The complaint Mr A has complained Redmayne-Bentley LLP (‘RB’) were unable to complete investment purchases in an appropriate timeframe and as such he has lost out on the subsequent growth on those investments. What happened Mr A holds a self-invested personal pension (‘SIPP... (4 pages)View decision -
Decision Reference DRN-5637446
15 Nov 2025 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-5637446 The complaint Mr D has complained about his pension transfer from Vanguard to Interactive Investor Services Limited (‘IISL’). Mr D requested an in-specie transfer request with IISL incorrectly instructing the sale of his investments with the cash value then being transferre... (4 pages)View decision -
Decision Reference DRN-5931496
14 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5931496 The complaint Mr and Mrs R have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. As it is Mrs R leading on the complaint, I will mostly just be referring to her in this decision. What happened Mrs R was on a trip ab... (2 pages)View decision -
Decision Reference DRN-5679973
14 Nov 2025 esure Insurance Limited Not upheldInsuranceDRN-5679973 The complaint Mr W is unhappy with how esure Insurance Limited (‘esure’) dealt with his car insurance claim, following an incident whilst it was charging. Any reference to esure includes its agents. What happened The details of what happened are well known to both parties... (2 pages)View decision -
Decision Reference DRN-5579185
14 Nov 2025 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-5579185 The complaint Mr N complains Safe World Insurance Group (UK) Ltd (“Safe World”) has unfairly declined his claim on his insurance backed guarantee policy. What happened The details of what happened are well know to both parties, so I will summarise them here. • Mr N purchase... (2 pages)View decision -
Decision Reference DRN-5893801
14 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5893801 The complaint Mrs G has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) blocked her debit card a number of times whilst she was overseas in 2023. Mrs G is unhappy with the level of support that NatWest offered her when she requested a new debit c... (4 pages)View decision -
Decision Reference DRN-5726872
14 Nov 2025 BUPA Insurance Limited UpheldInsuranceDRN-5726872 The complaint Mr R is unhappy that BUPA Insurance Limited (BUPA) declined his private medical insurance claim and with how the claim had been handled. What happened Mr R has a group private medical insurance policy. BUPA is the underwriter. Mr R made a claim for a skin condi... (4 pages)View decision