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 374385 results
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Decision Reference DRN-5746396
11 Aug 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5746396 The complaint Mr K received advice from a representative of St. James's Place Wealth Management Plc (‘SJP’) in 2020, which resulted in him opening a pension with SJP and making regular contributions. In addition, he was advised to open a new Individual Savings Account (... (6 pages)View decision -
Decision Reference DRN-5303123
11 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5303123 The complaint Mr H has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will f... (3 pages)View decision -
Decision Reference DRN-5699566
11 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5699566 The complaint Miss N is unhappy that TSB won’t refund payments she says she sent as part of a job scam. Miss N has raised complaints about four scams, and this is the fourth one of those alleged scams. What happened In early 2023 Miss N says she was introduced by a trusted f... (3 pages)View decision -
Decision Reference DRN-5746345
11 Aug 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5746345 The complaint Mr P complains that Assurant General Insurance Limited haven’t provided him with a like for like replacement phone under the terms of his policy. What happened Mr P contacted Assurant about a claim for a damaged phone in November 2024. Mr P’s phone was a Sams... (3 pages)View decision -
Decision Reference DRN-5222598
11 Aug 2025 Universal Leasing Limited Not upheldConsumer CreditDRN-5222598 The complaint Mr M is unhappy that he was unable to withdraw from being a guarantor relating to a car supplied to his daughter, Miss M, under a hire agreement with Universal Leasing Limited, trading as Admiral Leasing & Loans (‘Admiral’). Mr M has been represented durin... (3 pages)View decision -
Decision Reference DRN-5673147
11 Aug 2025 One Insurance Limited Not upheldInsuranceDRN-5673147 The complaint Mr O complains that One Insurance Limited delayed unreasonably in approving a claim he made on his motor insurance policy, causing him distress and inconvenience. What happened Mr O’s car broke down on 24 October 2024 when he was driving and was taken to a gar... (2 pages)View decision -
Decision Reference DRN-5699415
11 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5699415 The complaint Miss N is unhappy that TSB won’t refund payments she says she sent as part of a cryptocurrency investment scam. Miss N has raised complaints about four scams, and this is the second one (chronologically) of those alleged scams. What happened In late 2020 Miss N... (3 pages)View decision -
Decision Reference DRN-5623110
11 Aug 2025 Vitality Health Limited Not upheldInsuranceDRN-5623110 The complaint L complains that Vitality Health Limited trading as VitalityHealth has excessively and unfairly increased the premium for its private medical insurance. What happened L is unhappy with the increased cost for private medical insurance. L said the monthly premium... (3 pages)View decision -
Decision Reference DRN-5699389
11 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5699389 The complaint Miss N is unhappy TSB Bank plc won’t refund payments she says she sent between 2017 and 2020 as part of a property investment scam. Miss N has raised complaints about four scams, and this is the first one (chronologically) of those alleged scams. What happened ... (4 pages)View decision -
Decision Reference DRN-5656073
11 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5656073 The complaint Mr F complains that PayPal UK Ltd declined his claim for a refund of a transaction made using his PayPal Credit account. What happened In October 2024, Mr F was abroad with his wife. On their return journey to the UK, Mr F said it was critical he and his wife c... (3 pages)View decision
