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 381195 results
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Decision Reference DRN-5619568
12 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5619568 The complaint Mrs M has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C”) now Pathlines Pensions UK Limited. The SIPP belonged to the late Mr M, but the assets held within it were transferred to a SIPP in Mrs M’s name followin... (39 pages)View decision -
Decision Reference DRN-5257292
12 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5257292 The complaint Ms D complains Wise Payments Limited trading as Wise has refused to refund a transaction made from her account which she says she did not make or authorise. What happened On 8 August 2024, Ms D noticed a card payment debited from her account for £2,500 to an i... (2 pages)View decision -
Decision Reference DRN-5619355
12 Jun 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5619355 The complaint Mr and Mrs M are complaining Tesco Underwriting Limited declined a claim they made against their buildings insurance policy. Mr and Mrs M have been represented by another party throughout the claim and complaint. But for ease of reference I shall refer to anyth... (2 pages)View decision -
Decision Reference DRN-5510553
12 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5510553 The complaint Mr R complains about the service received from Santander UK Plc (“Santander”) regarding the issue with his bank statements. In particular Mr R is unhappy Santander sent bank statements to him by post when he’d requested it not to do so and the contradictory inf... (2 pages)View decision -
Decision Reference DRN-5595608
12 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5595608 The complaint Mr N complains that Inter Partner Assistance SA (“IPA”) declined a claim on his legal expenses insurance policy, and about the way the claim was handled. What happened Mr N was on a flight in January 2024 when an incident occurred which led to recurrence of a m... (3 pages)View decision -
Decision Reference DRN-5574752
12 Jun 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5574752 The complaint Mr E is unhappy with the advice received by Origen Financial Services Limited (Origen) about transferring his employer’s defined benefit (DB) pension benefits to a group personal pension. What happened In 2010 Mr E was offered an enhanced transfer value offer w... (4 pages)View decision -
Decision Reference DRN-5605942
12 Jun 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5605942 The complaint Mr K complains that AXA PPP Healthcare Limited applied an exclusion on his private health insurance policy. What happened Mr K holds a personal health insurance policy with AXA. He transferred from a group policy with continued medical exclusions underwriting ... (4 pages)View decision -
Decision Reference DRN-5549261
12 Jun 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5549261 The complaint Mr L is unhappy with the decision made by Acromas Insurance Company Limited (Acromas) following a claim made under his car insurance policy. Acromas is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on t... (3 pages)View decision -
Decision Reference DRN-5356828
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5356828 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr S says he’s fallen victim to an investment scam. He’d been following a Financial Conduct Authority (‘FCA’)... (5 pages)View decision -
Decision Reference DRN-5587084
12 Jun 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5587084 The complaint Mrs D and Miss D complain that Match the Cash Limited was irresponsible in its lending to them. They want all interest and charges refunded along with statutory interest and any adverse information regarding the loan removed from their credit files. Mrs D and M... (3 pages)View decision
