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 360982 results
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Decision Reference DRN-5348306
21 Feb 2025 Westerby Trustee Services Limited UpheldInvestmentsPage 1 of 45 The complaint Miss C complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence on the Ethical Forestry investment the late Ms R made through her Westerby Self-Invested Personal Pension (‘SIPP’) and on the firm who introduced Ms ... (45 pages)View decision -
Decision Reference DRN-5334710
21 Feb 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5334710 The complaint Ms N is unhappy that The Prudential Assurance Company Ltd has been unable to provide her with historic pension plan performance details. She is also concerned that she hadn’t received a final bonus when cashing in one of her policies in 2020. What happened The ... (5 pages)View decision -
Decision Reference DRN-5187777
21 Feb 2025 RAC Insurance Limited Not upheldInsuranceDRN-5187777 The complaint Mr F complains about RAC Insurance Limited (“RAC”) and their decision to decline the claim he made on his roadside assistance policy. Mr F has been represented by his father during the claim and complaint process. For ease of reference, I will refer to any comm... (3 pages)View decision -
Decision Reference DRN-5347069
21 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5347069 The complaint Mr H complains that Lloyds Bank PLC won’t refund payments he made towards an investment scam. What happened Mr H was the victim of an investment scam involving the following payments: Ref Date Description Amount 1 16 November 2023 Card Payment to ‘skill generic... (3 pages)View decision -
Decision Reference DRN-5237164
21 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5237164 The complaint Mr and Mrs G complain that U K Insurance Limited (UKI) declined a claim they made on their travel insurance policy. What happened Mr and Mrs G have worldwide travel insurance as a benefit with their bank account. Mr and Mrs G booked a world cr... (3 pages)View decision -
Decision Reference DRN-5145669
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5145669 The complaint Ms W complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Ms W fell victim to a task-based job scam in which she was convinced to send cryptocurrency to a scammer for a job. Ms W was contacted by a ‘recruiter’ via tex... (11 pages)View decision -
Decision Reference DRN-5287230
21 Feb 2025 Nationwide Building Society UpheldMortgagesDRN-5287230 The complaint Mr K and Mrs K complain about the way Nationwide Building Society handled their application for additional borrowing on their mortgage. What happened Mr K and Mrs K took out a mortgage with Nationwide in February 2024. In April 2024, Mr K called Nationwide to a... (3 pages)View decision -
Decision Reference DRN-4542715
21 Feb 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4542715 The complaint Mr and Mrs D complain that Zurich Assurance Ltd have asked them to significantly increase the monthly premiums on a life assurance policy in order to maintain the sum assured following a policy review in 2021. What happened Mr and Mrs D took out a reviewable wh... (6 pages)View decision -
Decision Reference DRN-5017481
21 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5017481 The complaint Miss A has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In September 2023 Miss A entered into a 25 month fixed sum loan a... (4 pages)View decision -
Decision Reference DRN-5287188
21 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5287188 The complaint Mr B complains that Bank of Scotland plc, trading as Halifax, won’t refund all the money he lost when he was the victim of a scam. What happened In March 2023, Mr B received a phone call from someone who said they worked for an administration company and could... (5 pages)View decision
