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 384131 results
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Decision Reference DRN-5070060
28 Mar 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5070060 The complaint Ms P, Ms W, and Mr W as trustees of the SW Trust complain about the way The Prudential Assurance Company Limited (“Prudential”) set up the trust. They say the money to be invested in the trust was held, earning no interest, for over six months before it was inv... (3 pages)View decision -
Decision Reference DRN-5421747
28 Mar 2025 Barclays Bank Plc Not upheldInvestmentsDRN-5421747 The complaint Trust J complains Barclays Bank Plc (“Barclays”) is at fault for the trust making significantly less from 2014 to 2023 than other family trusts with the same investment remit which were intended to be managed to achieve roughly the same outcome by the same part... (4 pages)View decision -
Decision Reference DRN-5396419
28 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5396419 The complaint Mr A complains about esure Insurance Limited’s handling of claims he made under his home insurance policy. Esure is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As esure has accepted it is accountab... (5 pages)View decision -
Decision Reference DRN-4443022
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4443022 The complaint Ms N has complained about Revolut Ltd not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms N fell victim to a fake ... (11 pages)View decision -
Decision Reference DRN-5420986
28 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5420986 The complaint Mrs K is unhappy with how U K Insurance Limited (“UKI”) valued her car as part of a motor insurance claim. What happened Mrs K made a claim on her motor insurance policy with UKI after her car was damaged. UKI decided that the market value of Mrs K’s car was ... (4 pages)View decision -
Decision Reference DRN-5017766
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5017766 The complaint Mr and Mrs P has complained about Revolut Ltd not refunding several payments they say they made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr and Mrs P fell... (11 pages)View decision -
Decision Reference DRN-5432995
28 Mar 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5432995 The complaint Mr D is unhappy that Scottish Widows Ltd (“SW”) provided him with incorrect information, preventing him from increasing his monthly pension contributions to a pension policy he held with them. What happened In 1999, Mr D took out a pension with Lloyds Bank (lat... (5 pages)View decision -
Decision Reference DRN-5381795
28 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5381795 The complaint Mr G has complained about the fact that his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) declined his claim after his car was stolen. What happened Mr G made a claim under his motor insurance policy with Admiral after his car was stolen whi... (4 pages)View decision -
Decision Reference DRN-4986083
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4986083 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-5415003
28 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415003 The complaint Mr V holds/held an account with Monzo Bank Ltd (“Monzo”). Mr V’s complaint is about Monzo’s refusal to reimburse him money he says he lost due to a scam. Mr V is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr V so... (5 pages)View decision
