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-5278637
12 Sep 2025 Canaccord Genuity Wealth Limited Not upheldInvestmentsDRN-5278637 The complaint Mr and Mrs S have complained about the suitability, management and performance of their discretionary portfolio with Canaccord Genuity Wealth Limited (‘Canaccord’). They say their portfolio has lost around £200,000 and are seeking compensation. What happened M... (5 pages)View decision -
Decision Reference DRN-5667302
12 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5667302 The complaint B complains that Aviva Insurance Limited has unfairly declined to accept a claim made for damage to the retaining wall at its property. B does not think Aviva has acted fairly when relying on an exclusion relating to gradual deterioration. It feels the cause of... (3 pages)View decision -
Decision Reference DRN-5634878
12 Sep 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5634878 The complaint With the help of a professional representative (PR), Miss T complains that First Response Finance Limited lent to her irresponsibly. For ease I’ll refer mainly to the actions of the PR as being those of Miss T. What happened Miss T entered into a hire purchase ... (3 pages)View decision -
Decision Reference DRN-5535457
12 Sep 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5535457 The complaint Mr C, with the help of a claims management company (“CMC”), has complained about the suitability of advice given to him by St. James's Place Wealth Management Plc (“SJP”) to set up an SJP Retirement Account (“RA”). He has also said that despite paying ongo... (6 pages)View decision -
Decision Reference DRN-5574117
12 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5574117 The complaint Mr J has complained that Nationwide Building Society lent to him irresponsibly by approving a credit card for him in March 2021 which he could not afford to repay. What happened Mr J applied for a credit card with Nationwide on 18 March 2021. Mr J said in his a... (5 pages)View decision -
Decision Reference DRN-5367126
12 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5367126 The complaint Ms H complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the full amount of money she lost to scam. What happened Ms H complains NatWest won’t reimburse the money that she lost when she fell victim to a cryptocurrency investment ... (2 pages)View decision -
Decision Reference DRN-5073301
12 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5073301 The complaint Ms R and Mr S, as trustees of the R Trust, complain about Aviva Life & Pensions UK Limited. They’re unhappy that a reviewable whole of life (RWOL) policy the trust holds with Aviva has been cancelled. What happened Ms R has brought the complaint, so for eas... (3 pages)View decision -
Decision Reference DRN-5783649
12 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5783649 The complaint Mr and Mrs H have complained about the amount Admiral Insurance (Gibraltar) Limited charged for their home insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circum... (2 pages)View decision -
Decision Reference DRN-5507629
12 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5507629 The complaint Miss B is complaining that Revolut Ltd didn’t do enough to prevent her from making payments to a scam. The complaint is brought on her behalf by a professional representative but for ease I’ll mostly refer to Miss B. What happened The circumstances of the scam... (3 pages)View decision -
Decision Reference DRN-5638873
12 Sep 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5638873 The complaint Mr A’s complaint is about the handling of his commercial vehicle insurance policy with Tradex Insurance Company PLC. What happened In March 2024, Mr A was involved in a collision while driving. He considers the third-party driver was at fault. Mr A notified Tra... (3 pages)View decision