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 380824 results
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Decision Reference DRN-5671571
4 Jul 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5671571 The complaint Mr H complains that The Prudential Assurance Company Limited (Prudential) will not allow him to take only the tax free cash from his pension plan without him using a financial adviser. And that Prudential did not tell him about this requirement before he wished... (4 pages)View decision -
Decision Reference DRN-5671106
4 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5671106 The complaint The estate of Mr C complains Ageas Insurance Limited (“Ageas”) provided poor customer service and caused delays in its handling of a claim on its property insurance policy following an escape of water. It says Ageas hasn’t adequately considered the impact the d... (5 pages)View decision -
Decision Reference DRN-5649935
4 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5649935 The complaint Mr N complains as executor of the estate of Mrs L (his late mother-in-law), that TSB Bank plc released monies belonging to the estate to his sister-in-law (Ms C), without checking her authority to receive them. What happened Mrs L sadly died in 2015. She left a... (3 pages)View decision -
Decision Reference DRN-5660565
4 Jul 2025 EE Limited UpheldConsumer CreditDRN-5660565 The complaint Miss W complains about the balance of a fixed sum loan agreement with EE Limited. What happened In September 2024, Miss W took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone device. The cash price of the device was around £860 a... (5 pages)View decision -
Decision Reference DRN-5643951
4 Jul 2025 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-5643951 The complaint Mr H complains about the financial advice he says he received from True Potential Wealth Management LLP (“TPWM”). He says he received unsuitable advice to switch his pension and has suffered a loss as a result for which he’d now like to be recompensed. What ha... (7 pages)View decision -
Decision Reference DRN-5452933
4 Jul 2025 Wakam UpheldInsuranceDRN-5452933 The complaint Miss R’s complained about the amount Wakam increased her pet insurance premiums on renewal of her policy, and about the policy auto-renewing. References to comments and actions by Wakam include those made by the policy intermediary acting on their behalf. What ... (3 pages)View decision -
Decision Reference DRN-5588875
4 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5588875 The complaint Mr D complains about the service provided by National Westminster Bank Plc. What happened In July 2024 Mr D contacted NatWest on a number of occasions by phone and via its online digital assistant, Cora. He wasn’t happy with the service provided and raised comp... (3 pages)View decision -
Decision Reference DRN-5643661
4 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5643661 The complaint Mr B complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he says he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr B t... (3 pages)View decision -
Decision Reference DRN-5659684
4 Jul 2025 Hilltop Finance Limited Not upheldPensions and AnnuitiesDRN-5659684 The complaint Mr C complains that some advice he received from Hilltop Finance Limited (“Hilltop”) in November 2021 about the transfer of his pension savings was unsuitable. What happened Mr C has been assisted in making his complaint by a firm of solicitors. But in this dec... (5 pages)View decision -
Decision Reference DRN-5669959
4 Jul 2025 Solium Capital UK Limited Not upheldInvestmentsDRN-5669959 The complaint X has complained that Solium Capital UK Limited, trading as Morgan Stanley at Work (‘MS’), delayed the completion of her share transfer. X would like to be compensated for the losses she incurred because of that. What happened On 24 January 2024 X exercised an... (7 pages)View decision
