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-5641145
27 Aug 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5641145 The complaint Mr O complained that Zurich Insurance Company Ltd treated his motor insurance policy a void from the start. What happened After Mr O had an accident Zurich declared his policy as being void from outset and would not accept his claim. This was because he did no... (3 pages)View decision -
Decision Reference DRN-5629588
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5629588 The complaint Ms G complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY administered her debt. What happened Ms G owed NatWest a debt that was related, it appears, to an overdraft. Ms G had been making repayments towards her debt via a firm I’ll call “W”. In... (3 pages)View decision -
Decision Reference DRN-5517478
27 Aug 2025 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-5517478 The complaint The estate of the late Mrs B complains that The Royal London Mutual Insurance Society Limited (“Royal London”): Didn’t provide the executors with the date of death values for Mrs B’s policies until the executor had asked four times. Couldn’t provide copies... (3 pages)View decision -
Decision Reference DRN-5690464
27 Aug 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5690464 The complaint Mr S complains that Zopa Bank Limited unfairly recorded a default on his credit file. What happened Mr S held a loan with Zopa; in March 2025 the account defaulted due to lack of repayment, and Zopa recorded that information with Credit Reference Agencies (“CR... (3 pages)View decision -
Decision Reference DRN-5767800
27 Aug 2025 The Acorn Partnership IFA LLP UpheldPensions and AnnuitiesDRN-5767800 The complaint Mr L complains about the suitability of advice provided by The Acorn Partnership IFA LLP (“Acorn”) in relation to a pension and investment bond. What happened The background to the complaint will be well known to both parties, so I’ll only give some key details... (5 pages)View decision -
Decision Reference DRN-5689498
27 Aug 2025 The Acorn Partnership IFA LLP UpheldPensions and AnnuitiesDRN-5689498 The complaint Mr L complains about the lack of ongoing advice provided by The Acorn Partnership IFA LLP (“Acorn”) while managing his pension and investment bond What happened Mr L was advised by Acorn to switch his existing pension to a new provider and to start an investmen... (3 pages)View decision -
Decision Reference DRN-5777919
27 Aug 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5777919 The complaint Ms A complains that Royal London Insurance Society Limited trading as Scottish Provident (RL) declined a claim and avoided her life and critical illness policy. Ms A was also unhappy with how the claim was handled. Throughout the complaint process, Ms A has had... (4 pages)View decision -
Decision Reference DRN-5762593
27 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5762593 The complaint Mr L complains about the way American Express Services Limited handled his claim for a refund when he returned goods bought using its credit card. What happened In November 2023 Mr L bought a jacket online from a retailer, H, using his Amex credit card. He paid... (3 pages)View decision -
Decision Reference DRN-5583456
27 Aug 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5583456 The complaint Mr K complained that The Royal London Mutual Insurance Society Limited (Royal London) did not allow him to transfer in a personal pension to his existing pension plan without seeking financial advice. Mr K would like Royal London to compensate him for the costs... (4 pages)View decision -
Decision Reference DRN-5376038
27 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5376038 The complaint Mrs D and Mrs G have complained that Santander UK Plc won’t refund money they say they lost to a scam. What happened Mrs D stated she booked flights that turned out to be fraudulent and she didn’t receive the benefit of the flight she intended to book. She has ... (3 pages)View decision