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 369227 results
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Decision Reference DRN-5613799
11 Jun 2025 CASLP Ltd Not upheldPensions and AnnuitiesDRN-5613799 The complaint Mr B complains about the setting up of a self-invested personal pension (SIPP), and the investments in a property syndicate subsequently made in it. The pension was operated by Merchant Investors Assurance Company Limited (now CASLP Ltd – “CASLP”). Mr B is repr... (9 pages)View decision -
Decision Reference DRN-5569850
11 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5569850 The complaint Ms K complains that a locksmith appointed by Aviva Insurance Limited when she made a claim on a home emergency insurance policy caused damage to her property. What happened Ms K held a home emergency insurance policy with Aviva. She locked herself out of her pr... (2 pages)View decision -
Decision Reference DRN-5020380
11 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5020380 The complaint Mr E complains that Barclays Bank UK PLC will not refund all the money he lost to a scam. Mr E is represented by C. For ease, I have referred to comments made by C as though Mr E made them. What happened The details of this complaint are well known to both part... (2 pages)View decision -
Decision Reference DRN-4986119
11 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4986119 The complaint Mr B is unhappy that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost as a result of a scam. What happened Mr B met a person online who I will call D. After some time, D mentioned investing to Mr B. D then encouraged Mr B to invest in what seems to be a sc... (2 pages)View decision -
Decision Reference DRN-5617070
11 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5617070 The complaint Mr D complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (33 pages)View decision -
Decision Reference DRN-5563794
11 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5563794 The complaint Mr and Mrs H complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t provide them with a further advance on their mortgage or other personal lending after it wrote off a debt owed by a company associated with Mr H although Mr H. later repaid it per... (2 pages)View decision -
Decision Reference DRN-5159037
11 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5159037 The complaint Mr S is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr S was... (3 pages)View decision -
Decision Reference DRN-5455466
11 Jun 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5455466 The complaint Mr P and Mrs P complain that The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (NFU) failed to provide recommendations and reviews around their concerns about returns on their Trustee Investment Plan (TIP) and failed to pro... (5 pages)View decision -
Decision Reference DRN-5098162
11 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5098162 The complaint Mr A complains that Monzo Bank Ltd unfairly placed a fraud marker against his name and closed his bank account. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A had an account wi... (5 pages)View decision -
Decision Reference DRN-5617087
11 Jun 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5617087 The complaint Mr L complains that Aviva Life & Pensions UK Limited failed to handle his request to partially transfer his Self Invested Personal Pension (SIPP) to another pension provider in a timely manner. Mr L says Aviva’s delays caused him financial loss. Mr L is als... (4 pages)View decision
