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 369228 results
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Decision Reference DRN-5341142
26 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5341142 The complaint Mr M’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) should not have accepted his self-invested personal pension (SIPP) application from an unregulated, overseas adviser which resulted in him transferring from a define... (42 pages)View decision -
Decision Reference DRN-5325210
26 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5325210 The complaint Mr W complains that Nationwide Building Society didn’t honour a current account switch incentive. What happened Nationwide advertised a current account switch offer to new and existing customers. If customers switched a non-Nationwide account to it using the C... (2 pages)View decision -
Decision Reference DRN-5357690
26 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5357690 The complaint Mr G complains that Revolut Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr G says that he saw a news article on a social media site about a local girl whose life had been changed by investing with a company I’ll refer to as ... (8 pages)View decision -
Decision Reference DRN-5299084
26 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5299084 The complaint Mr M complains that HSBC UK Bank Plc took an unauthorised sum from his account that meant his account went into overdraft and caused him stress and inconvenience. What happened On 20 December 2024 Mr M went to a branch of HSBC to withdraw £700 over the counter... (3 pages)View decision -
Decision Reference DRN-4950874
26 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4950874 The complaint Ms Y complains that Santander UK Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a summary of key events here. Ms Y was contacted by an investment bro... (5 pages)View decision -
Decision Reference DRN-5347152
26 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5347152 The complaint Mr E complains about the service he received from Advantage Insurance Company Limited (Advantage) when dealing with a third-party claim. What happened Mr E held car insurance underwritten by Advantage. In July 2022, Mr E was involved in a motor incident. Adva... (3 pages)View decision -
Decision Reference DRN-5357584
26 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5357584 The complaint Mr and Mrs P complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim they’ve made for subsidence damage at their property. What happened Mr and Mrs P have an ongoing claim with RSA in relation to subsidence damage at their home... (2 pages)View decision -
Decision Reference DRN-5267755
26 Feb 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5267755 The complaint Mr K complains that Tradex Insurance Company PLC (‘TIC’) unfairly declined a claim on a commercial vehicle insurance policy. Mr K’s policy was sold and is administered by a third party company on TIC’s behalf and all his correspondence has been with this compan... (4 pages)View decision -
Decision Reference DRN-5346921
26 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5346921 The complaint G, a limited company, complain that Revolut restricted and then closed their business account. They are unhappy payments were returned to the senders without their knowledge. What happened G held a Revolut account, which was used to receive payments through Ope... (4 pages)View decision -
Decision Reference DRN-5290381
26 Feb 2025 Nationwide Building Society Not upheldMortgagesDRN-5290381 The complaint Mr A and Miss M’s complaint is about a mortgage they had with Nationwide Building Society. They are unhappy that when they wanted to port their existing interest rate product to a new mortgage with Nationwide, they were unable to do so, and had to pay an early ... (3 pages)View decision
