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 392389 results
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Decision Reference DRN-5818455
15 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5818455 The complaint Mr B is unhappy that Prudential requires him to obtain financial advice before he can take 25% tax free cash (TFC) and move the remainder of his pension into income drawdown. He explained that when he contacted Prudential to give instructions, he was informed t... (6 pages)View decision -
Decision Reference DRN-5816186
15 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5816186 The complaint B, a limited company, complains that Starling Bank Plc unreasonably closed their account, leaving them with difficulty in repaying their Bounce Back Loan (BBL). What happened B held a current account with Starling, which they also used to make repayments to a ... (2 pages)View decision -
Decision Reference DRN-5385956
15 Sep 2025 HL Partnership Limited Not upheldInsuranceDRN-5385956 The complaint Mr and Mrs C complain that HL Partnership Limited mis-sold them life assurance and gave them incorrect advice. What happened Mr and Mrs C created a joint will as part of a will and estate planning service they received from IQ Wealth Limited (IQWL) in 2016. Th... (4 pages)View decision -
Decision Reference DRN-5620472
15 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5620472 The complaint Mr B complained that Aviva Insurance Limited (“Aviva”) unfairly declined his claim for damage caused by a water leak, under his home buildings insurance policy. What happened Mr B said water leaked into his child’s bedroom and was noticed on 22 January 2025. He... (3 pages)View decision -
Decision Reference DRN-5596996
15 Sep 2025 Well Dunn Limited Not upheldInsuranceDRN-5596996 The complaint Mr T complains about how Well Dunn Limited trading as Insurance Revolution Broking Services (WDL) has applied his no claims discount on his motor trade policy. What happened Mr T first took out a policy through WDL in 2023. His policy renewed in 2024 but due to... (2 pages)View decision -
Decision Reference DRN-5780695
15 Sep 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5780695 The complaint Miss H complains about problems she has had with a car Blue Motor Finance Ltd (BMF) supplied to her under a hire purchase agreement. What happened The facts of this case are familiar to both sides. Therefore, I do not intend to set out everything that has happ... (5 pages)View decision -
Decision Reference DRN-5452969
15 Sep 2025 M&G Wealth Advice Limited Not upheldPensions and AnnuitiesDRN-5452969 The complaint Mr T complains about advice received from M&G Wealth Advice Limited (M & G). What happened Mr T said he asked for advice from M & G regarding the possible transfer of a defined benefit (DB) workplace pension. The advice was not to transfer, and he f... (6 pages)View decision -
Decision Reference DRN-5623117
15 Sep 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5623117 The complaint Mr W complains that Phoenix Life Limited (Phoenix) mis administered his pension plans and delayed him taking benefits causing losses and inconvenience. He wants compensation for the losses and inconvenience caused. Mr W is assisted in bringing his complaint by... (3 pages)View decision -
Decision Reference DRN-5552557
15 Sep 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5552557 The complaint Mr W complains Kroo Bank (“Kroo”) blocked two transfers he made to external accounts in his name. What happened On 6 February 2025 Mr W transferred £15,000 to an external account in his name successfully. Later the same day at 8.55pm he attempted a further £20,... (4 pages)View decision -
Decision Reference DRN-5774232
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5774232 The complaint Mr W complains that he doesn’t receive his credit card statements early enough from NewDay Ltd trading as John Lewis Partnership Card. What happened Mr W holds a credit card account with NewDay Ltd. He receives the monthly statements through the post. But he s... (2 pages)View decision