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 375266 results
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Decision Reference DRN-5589186
22 Aug 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5589186 The complaint Mr V complains thatScottish Equitable Plc trading as Aegon (“Aegon”) failed to complete the transfer of his pension savings, and the payment of a pension commencement lump sum, in a timely manner. What happened Mr V held pension savings with Aegon in a legacy G... (5 pages)View decision -
Decision Reference DRN-5773748
22 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5773748 The complaint Mr M and Ms W have complained that their bank Santander UK Plc (‘Santander’) has refused to refund the money they lost after they fell victims to a cryptocurrency scam. Mr M and Ms W have complained to us through a representative but for ease I will refer to a... (8 pages)View decision -
Decision Reference DRN-5765535
22 Aug 2025 Lendable Ltd Not upheldConsumer CreditDRN-5765535 The complaint Mr T complaints that Lendable Ltd didn’t accept or return a cheque that he sent to them. What happened Mr T had a personal loan with Lendable. On 2 August 2024, Lendable received a cheque in the mail from Mr T for £9,340.61. On 15 August 2024, Lendable emailed ... (3 pages)View decision -
Decision Reference DRN-5254305
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5254305 The complaint Mrs A has complained that her bank, Monzo Bank Ltd (Monzo’), refused to refund money she lost when she fell victim to a scam. Mrs A’s complaint was brought to us through a representative but for ease I will refer to their comments as Mrs A’s. What happened In... (7 pages)View decision -
Decision Reference DRN-5591068
22 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5591068 The complaint Mr B complains that Fortegra Europe Insurance Company Ltd acted unfairly by refusing to pay a claim he made on his Car Hire Excess Insurance policy. Reference to Fortegra includes its agents and claims handlers who have acted for it. What happened Mr B damaged ... (2 pages)View decision -
Decision Reference DRN-5642948
22 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5642948 The complaint Mr K complains that HSBC UK Bank Plc trading as First Direct, failed to advise him that his local branch was temporarily closed. What happened In October last year, Mr K visited his local HSBC branch as he wanted to close his First Direct account. He was unable... (2 pages)View decision -
Decision Reference DRN-5768218
22 Aug 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5768218 The complaint Mr R complains that Halifax Share Dealing Limited, trading as Lloyds Bank Direct Investments (‘Lloyds’), won’t provide him with the paperwork that he states is needed to reclaim Swiss withholding tax on his shares. What happened Mr R held 3,500 Nestle shares t... (4 pages)View decision -
Decision Reference DRN-5764092
22 Aug 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5764092 The complaint Mrs G complains about the way Zurich Insurance PLC handled an escape of water claim under a property owners insurance policy. Mrs G’s appointed loss assessor I’ll refer to as “A1” is representing her in this case. Reference to Zurich include its agents. What ha... (3 pages)View decision -
Decision Reference DRN-5772870
22 Aug 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5772870 The complaint Mr H complains Financial Administration Services Limited trading as Fidelity unreasonably prevented him cancelling a transfer to his Fidelity plan and return the funds to his previous pension provider which caused him a financial loss. What happened Mr H had a... (8 pages)View decision -
Decision Reference DRN-5200361
22 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5200361 The complaint Mr I has complained that National Westminster Bank Public Limited Company (NatWest) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr I was approached by a scammer on social media, posing as some sort of investment advisor... (2 pages)View decision
