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 365360 results
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Decision Reference DRN-5164375
2 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5164375 The complaint Mr P complains that Phoenix Life Limited unreasonably delayed the payment of some pension benefits due following the death of his father. What happened Mr P has been assisted in making this complaint by his mother. But in this decision, for ease, I will general... (3 pages)View decision -
Decision Reference DRN-5421043
2 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5421043 The complaint Mr and Mrs M complain that when they tried to remortgage with National Westminster Bank Plc, the valuer raised concerns about an annex. Mr and Mrs M said they could show the concerns weren’t well founded, but NatWest wouldn’t listen to them. What happened Whils... (7 pages)View decision -
Decision Reference DRN-5451936
2 Apr 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5451936 The complaint Mr C complained about advice he was given to transfer the benefits of two defined-benefit (DB) pension schemes, to a type of personal pension plan. Harbour Rock Capital Limited is now responsible for answering this complaint. To keep things simple therefore, I’... (11 pages)View decision -
Decision Reference DRN-5372345
2 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5372345 The complaint Ms D is unhappy with what Aviva Insurance Limited did following a claim on her legal expenses insurance policy. What happened Ms D sought assistance from her legal expenses policy with an employment and related personal injury claim. Issues with the handling of... (2 pages)View decision -
Decision Reference DRN-5315551
2 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5315551 The complaint Mr D complains that Revolut Ltd won’t refund money he lost when he fell victim to a scam. What happened The detailed background to this complaint is well known to both parties and has also been set out previously by the investigator. The facts about what happen... (3 pages)View decision -
Decision Reference DRN-5421332
2 Apr 2025 Openwork Limited UpheldMortgagesDRN-5421332 The complaint Mr A and Mrs H complain about advice given by a mortgage broker working under the umbrella of Openwork Limited. They said they were wrongly told they could reclaim an Early Repayment Charge, and they lost money as a result of this. What happened Mr A and Mrs H ... (6 pages)View decision -
Decision Reference DRN-5209772
2 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5209772 The complaint Ms A complains about the quality of a car she has been financing through an agreement with Stellantis Financial Services UK Limited (Stellantis) trading as Vauxhall Finance. Ms A has been represented by her daughter. For ease, and because Ms A is the person nam... (3 pages)View decision -
Decision Reference DRN-4995872
2 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4995872 The complaint Mr S complains that Revolut Ltd hasn’t reimbursed the money he lost to a scam. What happened Mr S has fallen victim to a cryptocurrency investment scam. He was introduced to a company I’ll refer to as ‘X’ by a friend, who had seen some initial success in tradin... (8 pages)View decision -
Decision Reference DRN-5327979
2 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5327979 The complaint Mr H complains that Liverpool Victoria Insurance Company Limited (“LVI”) asked him to return a duplicate settlement despite his claim not being fulfilled correctly. What happened Mr H had buildings and contents insurance underwritten by LVI. In 2023, LVI accept... (2 pages)View decision -
Decision Reference DRN-5183568
2 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5183568 The complaint Mr B is the director of a company, which I will refer to as M. Mr B complains on behalf of M that Starling Bank Limited unfairly closed M’s business bank account and refused to offer M another account, without providing a proper explanation. Mr B says Staring ... (3 pages)View decision
