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 369228 results
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Decision Reference DRN-5648589
26 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5648589 The complaint Ms W has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Ms W says L&C mismanaged her SIPP and as a result it allowed investments to be made that were not appropriate invest... (35 pages)View decision -
Decision Reference DRN-4995094
26 Jun 2025 J.P. Morgan SE Not upheldInvestmentsDRN-4995094 The complaint Mr G complains that J.P Morgan SE (JPM): Downplayed the true risk of the OTC Price Return Swap on JPM’s 95% Strike Fortnightly Put Writing Excess Return ER EU Index. Didn’t explain the way the product worked properly, in particular didn’t make him aware of ... (12 pages)View decision -
Decision Reference DRN-5258991
26 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5258991 The complaint Mr L complains Wise Payments Limited (“Wise”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr L says he lost £5,545.59 as a result of an investment scam. When reporting the scam to Wise in April 2024 Mr L said he completed an on... (3 pages)View decision -
Decision Reference DRN-5583562
26 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5583562 The complaint Mr M complains Liverpool Victoria Insurance Company Limited (“LV”) has handled his claim on his motor insurance policy unfairly. He says it should pay for the repairs to his car and pursue the third-party insurer for the costs without him needing to pay the exc... (2 pages)View decision -
Decision Reference DRN-5574070
26 Jun 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5574070 The complaint Mr D says Ageas Insurance Limited (“Ageas”) hasn’t offered to settle his claim on his motor insurance policy fairly as it hasn’t valued his car correctly after it was deemed beyond economic repair following an accident. All reference to Ageas includes its agent... (2 pages)View decision -
Decision Reference DRN-5497730
26 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5497730 The complaint Mr T complains that National Westminster Bank plc (NatWest) failed to apply preventative measures to his bank account which meant that gambling transactions totalling over £30,000 debited when they should have been stopped. What happened In early 2023, Mr T ma... (3 pages)View decision -
Decision Reference DRN-5649025
26 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5649025 The complaint Mr F complains Nationwide Building Society take too long to take overdraft interest charges from his account. He is also unhappy that the branch compromised his account details when he visited the branch to discuss these concerns. What happened Mr F visited a ... (4 pages)View decision -
Decision Reference DRN-5649681
26 Jun 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5649681 The complaint Mr M is complaining about the quality of a vehicle supplied to him by MotoNovo Finance Limited (MotoNovo). What happened In May 2023, Mr M entered into a hire purchase agreement with MotoNovo to acquire a van. The agreement states the deposit was £4,398 and Mr ... (5 pages)View decision -
Decision Reference DRN-5498321
26 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5498321 The complaint Mr W complains that Santander UK Plc (“Santander”) closed the wrong account when he requested it close down his ISA resulting in significant distress and inconvenience. What happened On 20 February 2025 Mr W called Santander to request the closure of his help t... (3 pages)View decision -
Decision Reference DRN-5367350
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5367350 The complaint Ms Z is unhappy Revolut Ltd won’t refund a payment she sent as part of a scam. What happened In August 2024 Ms Z says she found an advertisement on social media offering an account with Revolut. She registered her interest by leaving her details via an enquiry ... (7 pages)View decision
