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 381196 results
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Decision Reference DRN-5695339
3 Nov 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5695339 The complaint Mrs S complains that the value of her Self-Invested Personal Pension (SIPP) fell significantly in value and Scottish Equitable plc trading as Aegon has failed to provide her with an explanation of why this happened. What happened Mrs S had a Retiready SIPP with... (6 pages)View decision -
Decision Reference DRN-5922742
3 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5922742 The complaint Mr M and Miss E complain that Revolut Ltd won’t refund money they lost when Mr M fell victim to an impersonation scam. The funds were lost from Mr M’s sole account, and Mr M and Miss E’s joint account with Revolut. As it was Mr M who spoke to the scammer, for ... (6 pages)View decision -
Decision Reference DRN-5885300
3 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5885300 The complaint Mr and Mrs T have complained about the settlement made by Ageas Insurance Limited after they made a claim for water damage under their home insurance policy. What happened Mr and Mrs T made a claim to Ageas after becoming aware of a water leak in their bathroo... (2 pages)View decision -
Decision Reference DRN-5919377
3 Nov 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5919377 The complaint Mr P complains about the time taken by Computershare Investor Services Plc (CIS) to transfer some of his shares to a new provider. What happened One of our Investigators looked into the complaint and thought CIS should pay Mr P some compensation for the service... (3 pages)View decision -
Decision Reference DRN-5922351
3 Nov 2025 MSIG Europe SE UpheldInsuranceDRN-5922351 The complaint M complains about how MSIG Europe SE wants to settle a claim he made on his commercial buildings insurance policy. Reference to MSIG includes its agents. M has also been represented in bringing this complaint. So for ease of reading, I’ll refer to M and his rep... (7 pages)View decision -
Decision Reference DRN-5707014
3 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5707014 The complaint Sadly, Mrs R, the complainant who fell victim to the scam, passed away while our service was looking into the matter, and so the estate of Mrs R is now pursuing the complaint. The estate of Mrs R is bringing the complaint that Santander UK Plc, declined to ref... (4 pages)View decision -
Decision Reference DRN-4493958
3 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-4493958 The complaint Mr T complains about a motor finance agreement he took out with Black Horse Limited trading as Land Rover Financial Services (Black Horse). Mr T believes that he has lost out as a result of Black Horse paying an undisclosed commission to the broker who arranged... (2 pages)View decision -
Decision Reference DRN-5801666
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5801666 The complaint Mrs S complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) unlawfully and improperly removed authority from the person appointed under a Lasting Power of Attorney (‘LPA’) to manage her bank accounts. What happened In 2018, Mrs S arrange... (3 pages)View decision -
Decision Reference DRN-5803808
3 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5803808 The complaint Mr J and Ms W are unhappy that Accredited Insurance (Europe) Ltd (“AI”) unfairly voided their home insurance policy due to a misrepresentation by them. What happened Mr J and Ms W made a claim on their policy, so AI arranged for the claim to be reviewed and val... (4 pages)View decision -
Decision Reference DRN-5920004
3 Nov 2025 Bank of Scotland Plc UpheldMortgagesDRN-5920004 The complaint Mr and Mrs H said that Bank of Scotland plc trading as Halifax kept writing to them to tell them the interest rate on their mortgage was going down, but at the same time, asking them to pay more each month. They feared many bank customers would be paying too mu... (4 pages)View decision
