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 369227 results
-
Decision Reference DRN-5298949
21 Feb 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5298949 The complaint Miss B complains about problems encountered with her mortgage lender, OneSavings Bank Plc trading as Kent Reliance. When it wouldn’t allow her to transfer the joint mortgage into sole names she repaid it – but she says Kent Reliance gave her solicitor an incorr... (8 pages)View decision -
Decision Reference DRN-5000283
21 Feb 2025 Lloyds Bank PLC Not upheldInvestmentsDRN-5000283 The complaint Mr and Mrs C have complained about the advice they received from Lloyds Bank PLC (‘Lloyds’) to invest into a capital guaranteed investment bond linked to the performance of the FTSE 100 Index. Mr and Mrs C are represented in bringing their complaint but for ea... (5 pages)View decision -
Decision Reference DRN-5348306
21 Feb 2025 Westerby Trustee Services Limited UpheldInvestmentsPage 1 of 45 The complaint Miss C complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence on the Ethical Forestry investment the late Ms R made through her Westerby Self-Invested Personal Pension (‘SIPP’) and on the firm who introduced Ms ... (45 pages)View decision -
Decision Reference DRN-5334710
21 Feb 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5334710 The complaint Ms N is unhappy that The Prudential Assurance Company Ltd has been unable to provide her with historic pension plan performance details. She is also concerned that she hadn’t received a final bonus when cashing in one of her policies in 2020. What happened The ... (5 pages)View decision -
Decision Reference DRN-5187777
21 Feb 2025 RAC Insurance Limited Not upheldInsuranceDRN-5187777 The complaint Mr F complains about RAC Insurance Limited (“RAC”) and their decision to decline the claim he made on his roadside assistance policy. Mr F has been represented by his father during the claim and complaint process. For ease of reference, I will refer to any comm... (3 pages)View decision -
Decision Reference DRN-5347069
21 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5347069 The complaint Mr H complains that Lloyds Bank PLC won’t refund payments he made towards an investment scam. What happened Mr H was the victim of an investment scam involving the following payments: Ref Date Description Amount 1 16 November 2023 Card Payment to ‘skill generic... (3 pages)View decision -
Decision Reference DRN-5237164
21 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5237164 The complaint Mr and Mrs G complain that U K Insurance Limited (UKI) declined a claim they made on their travel insurance policy. What happened Mr and Mrs G have worldwide travel insurance as a benefit with their bank account. Mr and Mrs G booked a world cr... (3 pages)View decision -
Decision Reference DRN-5145669
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5145669 The complaint Ms W complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Ms W fell victim to a task-based job scam in which she was convinced to send cryptocurrency to a scammer for a job. Ms W was contacted by a ‘recruiter’ via tex... (11 pages)View decision -
Decision Reference DRN-5287230
21 Feb 2025 Nationwide Building Society UpheldMortgagesDRN-5287230 The complaint Mr K and Mrs K complain about the way Nationwide Building Society handled their application for additional borrowing on their mortgage. What happened Mr K and Mrs K took out a mortgage with Nationwide in February 2024. In April 2024, Mr K called Nationwide to a... (3 pages)View decision -
Decision Reference DRN-4542715
21 Feb 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4542715 The complaint Mr and Mrs D complain that Zurich Assurance Ltd have asked them to significantly increase the monthly premiums on a life assurance policy in order to maintain the sum assured following a policy review in 2021. What happened Mr and Mrs D took out a reviewable wh... (6 pages)View decision
