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-5350623
24 Feb 2025 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-5350623 The complaint Miss R has complained about a transfer of her Legal and General Assurance Society Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in October 2014. Miss R’s QROPS was subsequently used to invest in the CFS Mutual ... (14 pages)View decision -
Decision Reference DRN-5261995
24 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5261995 The complaint Mrs U and Mr U are unhappy that Mr U was unable to add a debit card for an account they hold with Lloyds Bank PLC to an electronic wallet. This complaint arises from a joint account held in the names of Mrs U and Mr U. However, the complaint is brought to this ... (3 pages)View decision -
Decision Reference DRN-5313947
24 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5313947 The complaint Mrs F complains that Lloyds Bank PLC (‘Lloyds’) hasn’t provided a good reason or justification for refusing to repay money she deposited in a passbook account. I am grateful to Mrs F’s representative who has assisted her in bringing this complaint. But I’ll re... (4 pages)View decision -
Decision Reference DRN-5351897
24 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5351897 The complaint Mr L complains that Carey Pensions UK LLP (‘Carey’) – now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease – shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated ... (38 pages)View decision -
Decision Reference DRN-5290232
24 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5290232 The complaint Mr E’s representative complains on his behalf that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined to settle his claim on his motor insurance policy. References to Mr E, or his representative, will include the other. What happened In October... (3 pages)View decision -
Decision Reference DRN-5199207
24 Feb 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5199207 The complaint Mr J is unhappy with the financial remedy offered by Mercedes-Benz Financial Services UK Limited (MBFS) for a faulty car they supplied to him under a hire purchase agreement. What happened In April 2023 Mr J was supplied with a used car through a hire purchase ... (3 pages)View decision -
Decision Reference DRN-5271826
24 Feb 2025 Wakam UpheldInsuranceDRN-5271826 The complaint Miss H complains that Wakam unfairly cancelled her policy and limited a claim to a proportional settlement, under her home buildings insurance policy. What happened Miss H contacted Wakam to make a claim for an escape of water. Shortly afterwards it contacted h... (4 pages)View decision -
Decision Reference DRN-5082594
24 Feb 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5082594 The complaint Mr L complains AA Underwriting Insurance Company Limited handled his motor insurance claim poorly. What happened In April 2024 Mr L’s car was damaged by a third-party (TP) vehicle. He claimed for the damage against his AA motor insurance policy. His car was co... (3 pages)View decision -
Decision Reference DRN-4542557
24 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4542557 The complaint Mr P complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Between January and August 2023, Mr P made payments totalling £37,500 from his Revolut account to a cryptocurrency exchange. This money was ... (2 pages)View decision -
Decision Reference DRN-5350215
24 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5350215 Complaint Mr W has complained about the overdraft charges National Westminster Bank Plc (“NatWest”) applied to his account. Mr W is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr W’s account were unfair... (5 pages)View decision
