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
-
Decision Reference DRN-5320488
28 Mar 2025 Chubb European Group SE Not upheldInsuranceDRN-5320488 The complaint Miss G has complained about the way Chubb European Group SE (‘Chubb’) dealt with her claim. All reference to Miss G includes any submissions made on her behalf by her representatives. What happened Miss G bought a single trip travel insurance policy, underwritt... (2 pages)View decision -
Decision Reference DRN-5394378
28 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5394378 The complaint Mr V has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr V says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (43 pages)View decision -
Decision Reference DRN-5421213
28 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5421213 The complaint Miss D complains that TSB Bank plc misadvised her about an overdraft facility on her account and that it failed to make all the payments to her under the switching incentive. What happened In June 2024 Miss D switched her account to TSB following its switching ... (3 pages)View decision -
Decision Reference DRN-5435009
28 Mar 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5435009 The complaint Mr H has complained about a transfer of their Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in 2014. Mr H’s SSAS was subsequently used to invest in unregulated and high-risk investments, StoreFirst, ParkFirst and Dolphin Cap... (7 pages)View decision -
Decision Reference DRN-5033758
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5033758 The complaint Mr R complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. Mr R brings his complaint with the assistance of professional representation, but for readability, in what follows I will refer ... (4 pages)View decision -
Decision Reference DRN-5351707
28 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5351707 The complaint Mr S complains that Santander UK Plc didn’t treat him fairly when his debit card expired. What happened On 6 January 2025, Mr S’s gym contacted him to say they hadn’t been able to process his December or January payments as his bank card had expired. They also ... (3 pages)View decision -
Decision Reference DRN-5436424
28 Mar 2025 Vodafone Limited UpheldConsumer CreditDRN-5436424 The complaint Mrs C complains that Vodafone Limited unfairly holds her responsible for two fixed sum loans she says were entered into without her authority. Mrs C’s complaint has been brought on her behalf by a representative. My references to submissions made by Mrs C inclu... (7 pages)View decision -
Decision Reference DRN-5378420
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5378420 The complaint Miss T complains National Westminster Bank PLC (NatWest) didn’t call her back on the correct number when she contacted it to speak about a payment she had missed on a loan. She also complains NatWest didn’t contact her before it issued a demand notice, and the ... (3 pages)View decision -
Decision Reference DRN-5191186
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5191186 The complaint Mr R is unhappy that Nationwide Building Society have reported a missed payment to his credit file. What happened Mr R has a credit account with Nationwide. In August 2023, Mr R arranged a balance transfer from his Nationwide account to another credit provider.... (3 pages)View decision -
Decision Reference DRN-5236602
28 Mar 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5236602 The complaint Mr E complains that Western Circle Ltd trading, as Quick Loans Express (“Western Circle”), registered a default in October 2019 in respect of one loan which Mr E says ought to have been registered several months earlier. It is affecting his financial status for... (3 pages)View decision
