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 393318 results
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Decision Reference DRN-5762892
25 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5762892 The complaint Mr H complains that Aviva Life & Pensions UK Limited (“Aviva”) has failed to effectively manage his pension investments resulting in them suffering a fall in their value. What happened Mr H holds pension savings with Aviva. His pension plan was originally o... (3 pages)View decision -
Decision Reference DRN-5619878
25 Sep 2025 Pension Insurance Corporation plc Not upheldPensions and AnnuitiesDRN-5619878 The complaint Mrs W complains that Pension Insurance Corporation plc (PIC) hasn’t honoured a contractual obligation she believes she had to entitlement of a cash lump sum from a spousal pension she receives from her late husband’s employer’s defined benefit (DB) pension sche... (4 pages)View decision -
Decision Reference DRN-5822320
25 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5822320 The complaint Mr M complains J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t do enough to get refunds for transactions made on his debit card. What happened In December 2024 and January 2025, Mr M made a number of transactions, via his Chase debit card to onlin... (3 pages)View decision -
Decision Reference DRN-5574976
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5574976 The complaint Mr A, a sole trader, complains that Revolut Ltd wouldn’t say why it rejected a payment into his Revolut Pro account. What happened Mr A had an account with Revolut. In February 2025, one of his clients attempted a payment of around €6,600. Revolut asked for add... (2 pages)View decision -
Decision Reference DRN-5355737
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5355737 The complaint Mr and Mrs G complain that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed them the funds they say were lost to a scam. What happened Mr and Mrs G hold a joint account with Barclays which was used to make the payment I have been asked to consider. Mr G saw ... (3 pages)View decision -
Decision Reference DRN-5389125
25 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5389125 The complaint Mr and Mrs S complain that Nationwide Building Society (“Nationwide”) won’t refund transactions totalling £2,011.67 they didn’t make or otherwise authorise from their joint account. As we’ve been corresponding with Mr S mainly, for ease of reading, I’ve only r... (3 pages)View decision -
Decision Reference DRN-5829850
25 Sep 2025 Intrum Mortgages UK Finance Limited Not upheldMortgagesDRN-5829850 The complaint Mrs G complains that Intrum Mortgages UK Finance Limited: • Delayed approval of changes to the property’s title. • Did not chase payments when no payments were made to the home purchase place for several years. • Is unfairly requiring her to repay the remaining... (3 pages)View decision -
Decision Reference DRN-5470378
25 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5470378 The complaint Mr H has complained on behalf of J, a business, that J’s commercial property insurer, U K Insurance Limited, unfairly declined part of J’s claim for storm damage. What happened There was a storm in January 2024 and one of the buildings J owns suffered damage. ... (3 pages)View decision -
Decision Reference DRN-5705731
25 Sep 2025 Principal Insurance Limited Not upheldInsuranceDRN-5705731 The complaint Mr S’s complaint is about Principal Insurance Limited’s handling of his commercial vehicle insurance policy. What happened Principal Insurance is an insurance broker. In October 2024, Mr S arranged his commercial vehicle insurance through Principal Insurance, w... (3 pages)View decision -
Decision Reference DRN-5764870
25 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5764870 The complaint Mr K complained about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) dealt with a claim under Section 75 of the Consumer Credit Act 1974. What happened Mr K entered into a fixed sum loan agreement with Novuna for the purchase ... (4 pages)View decision