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 366874 results
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Decision Reference DRN-5462776
25 Apr 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5462776 The complaint Miss C1 and Miss C2 complain that The Prudential Assurance Company Limited delayed the payment of a top-up to their Prudential Investment Bond, causing them to incur a loss. What happened Miss C1 and Miss C2 had held a Prudential Investment Bond for several ye... (4 pages)View decision -
Decision Reference DRN-5339975
25 Apr 2025 Barclays Bank Plc UpheldInvestmentsDRN-5339975 The complaint The complaint has been brought by X and Ms C in their capacities as trustees of four trusts administered by Barclays Bank Plc. It concerns an extended delay by Barclays in distributing the trusts’ assets to the beneficiaries. The trustees have been represented ... (3 pages)View decision -
Decision Reference DRN-5495937
25 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5495937 The complaint Mr W complains Santander UK Plc didn’t do enough to help get a refund for a transaction made on his debit card. What happened In January 2024, Mr W booked holiday accommodation through a booking website, paying with his Santander debit card. Mr W went on the ... (4 pages)View decision -
Decision Reference DRN-5508707
25 Apr 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5508707 The complaint Mr A and Mrs M have complained about the way Lloyds Bank General Insurance Limited handled a claim they made under their buildings insurance policy. Reference to Lloyds includes its agents and representatives. And as he’s mainly dealt with things, for ease of ... (4 pages)View decision -
Decision Reference DRN-4973390
25 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4973390 The complaint Mr T complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr T is being represented by a third party. To keep things simple, I will refer to Mr T throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5341632
25 Apr 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5341632 The complaint Mrs G complains that Link Financial Outsourcing Limited trading as Asset Link Capital (No.7) (Link) are incorrectly reporting missed payments to her credit file. What happened Mrs G took out a loan in August 2018 with a business I’ll refer to as N. The loan was... (2 pages)View decision -
Decision Reference DRN-5085315
25 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5085315 The complaint Mrs V complains that Revolut Ltd (‘Revolut’) debited her account with a series of payments totalling nearly £800 which she says she did not make or otherwise authorise. What happened The details of this complaint are well-known to both parties, so I will not go... (4 pages)View decision -
Decision Reference DRN-5050574
25 Apr 2025 Investment Funds Direct Limited Not upheldPensions and AnnuitiesDRN-5050574 The complaint Miss C has complained about the amount of tax she was told she would pay on a withdrawal from her Royal London personal pension. Investment Funds Direct Limited (‘IFDL’) are the administrators of the pension, and did the tax calculation for Miss C, so it is IFD... (3 pages)View decision -
Decision Reference DRN-5427858
25 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldInvestmentsDRN-5427858 The complaint Ms M complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) deal with the issue of an old rediscovered cheque. What happened Prior to 2001 Ms M held an investment with NatWest. In January 2001 NatWest wrote to Ms M providing a cheque for... (2 pages)View decision -
Decision Reference DRN-5508674
25 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5508674 The complaint Mrs C complains that Lloyds Bank Plc has treated her unfairly in relation to a payment she made using her Lloyds credit card. What happened In May 2022 Mrs C paid a third party I’ll call “X” to provide a “Guaranteed Legal Timeshare Exit”. Mrs C, together with M... (4 pages)View decision
