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 386796 results
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Decision Reference DRN-6010258
19 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-6010258 The complaint Mr and Mrs S complain about the settlement Aviva Insurance Limited has offered for a claim they made on their buildings insurance policy. Reference to Aviva includes its agents and representatives. As Mrs S has primarily dealt with matters, I’ll refer to her o... (4 pages)View decision -
Decision Reference DRN-5953866
19 Dec 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5953866 The complaint Mr and Mrs S complain about the way that Zurich Insurance Company Limited handled claims they made on an annual travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I thi... (6 pages)View decision -
Decision Reference DRN-5696025
19 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5696025 The complaint Mr M complains that Barclays Bank UK Plc won’t reimburse money he says he lost to fraud. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Mr M sought the services of a contractor to carry... (3 pages)View decision -
Decision Reference DRN-6034545
19 Dec 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-6034545 The complaint Mrs H complains a delay in her pension transfer from an lntelligent Money (IM) self-invested personal pension (SIPP), which is now administered by Quai Investment Services Limited, to an AJ Bell SIPP. The transfer took from July to December 2024 even though she... (8 pages)View decision -
Decision Reference DRN-5982473
19 Dec 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5982473 The complaint Miss C and Miss R are unhappy with the assistance they received from Zurich Insurance Company Limited under their travel insurance policy (‘the policy’), after Miss C was hospitalised and needed emergency medical treatment for chest pain whilst abroad. They’re... (5 pages)View decision -
Decision Reference DRN-5381056
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5381056 The complaint Miss B complains Revolut Ltd (“Revolut”) hasn’t refunded fund she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Miss B said she received an unexpecte... (4 pages)View decision -
Decision Reference DRN-5783004
19 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5783004 The complaint Mr F complains about the way Barclays Bank UK PLC handled two claims about transactions he says he didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (3 pages)View decision -
Decision Reference DRN-5399736
19 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5399736 The complaint Miss B complains National Westminster Bank Public Limited Company (“NatWest”) hasn’t fully refunded fund she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details h... (3 pages)View decision -
Decision Reference DRN-5380983
19 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5380983 The complaint Miss B complains Starling Bank Limited (“Starling”) hasn’t refunded fund she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Miss B said she received a... (4 pages)View decision -
Decision Reference DRN-5717575
19 Dec 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5717575 The complaint Mr and Mrs J complain about a reviewable whole of life policy they hold with Aviva Life & Pensions UK Limited. They’re unhappy that a calculation hasn’t been provided to show why the premiums are increasing at a higher rate than the sum assured following in... (3 pages)View decision
