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 370149 results
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Decision Reference DRN-4950259
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4950259 The complaint Mr K complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr K was looking for work and had provided his informat... (3 pages)View decision -
Decision Reference DRN-4786892
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4786892 The complaint Mrs H and Mrs M complain about Barclays Bank UK PLC. They say that Barclays should refund them for a scam Mrs H fell victim to. Although the account the payments were made from is in joint names, I will refer to Mrs H throughout the decision as it was Mrs H th... (4 pages)View decision -
Decision Reference DRN-5362553
28 Feb 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5362553 The complaint Mr S has complained about the information provided by Scottish Widows Limited trading as Clerical Medical (Scottish Widows) when setting up the annuity on his pension. Mr S has stated that incorrect information was provided about the Guaranteed Annuity Rate (GA... (3 pages)View decision -
Decision Reference DRN-5185282
28 Feb 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5185282 The complaint Mr H has complained that BUPA Insurance Limited increased the cost of his private medical insurance (PMI) policy by a large amount at renewal. What happened Mr H’s PMI covers himself and the rest of his family. His renewal quote for 2024 has increased by about... (2 pages)View decision -
Decision Reference DRN-5305359
28 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5305359 The complaint Mr B is unhappy with Santander UK Plc. Mr B wanted to order a new chequebook. But as he didn’t have a mobile phone he wasn’t able to receive a One Time Passcode (OTP). Mr B said he had to call Santander and in total the process took him around 60 minutes. Mr B ... (3 pages)View decision -
Decision Reference DRN-5321722
28 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5321722 The complaint Mr P complains that Aviva Insurance Limited increased the excess for his motor insurance policy after he purchased it. He wants it to honour the excess he selected and pay him £700 compensation for his trouble and upset. What happened Mr P said that when he to... (3 pages)View decision -
Decision Reference DRN-5333464
28 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5333464 The complaint Mrs C has complained about her car insurer Admiral Insurance (Gibraltar) Limited. She’s not happy with how it handled her claim or with the value it placed on her car when it decided it was a total loss. What happened Mrs C was involved in an accident. Her car... (4 pages)View decision -
Decision Reference DRN-5365110
28 Feb 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5365110 The complaint Mr B has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr B invested in unlisted shares in his SIPP. Originally Mr B complained he could not sell the shares or transf... (15 pages)View decision -
Decision Reference DRN-5167835
28 Feb 2025 Nationwide Building Society Not upheldMortgagesDRN-5167835 The complaint Mr W complains that Nationwide Building Society didn’t repossess a property he owned jointly with his former partner quickly enough and then sold the property at an undervalue by private sale rather than at auction. What happened Mr W and his former partner own... (3 pages)View decision -
Decision Reference DRN-5364567
28 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5364567 The complaint Mr W’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) failed to carry out adequate due diligence on the unregulated introducer or the intended SIPP assets. Options should not have accepted Mr W’s SIPP application which ... (42 pages)View decision
