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-5470677
9 Apr 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5470677 The complaint Mr G complains about the handling of his motor insurance claim by Watford Insurance Company Europe Limited (Watford). What happened The following is intended as a brief summary of events. Mr G’s car was involved in an accident in October 2023 whilst being driv... (7 pages)View decision -
Decision Reference DRN-5119627
9 Apr 2025 Suffolk Life Pensions Limited UpheldPensions and AnnuitiesDRN-5119627 The complaint Mr M complains about the actions of Suffolk Life Pensions Limited following the liquidation of an investment he held within his pension plan. What happened Mr M held a pension investment with Suffolk Life. He had previously held more pension investments with th... (3 pages)View decision -
Decision Reference DRN-5379450
9 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5379450 The complaint Mr D complains that Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened In September 2022, Mr D fell victim to an investment scam after seeing an opportunity advertised on a popular video streaming ... (4 pages)View decision -
Decision Reference DRN-5392940
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5392940 The complaint Mr H complains that Barclays Bank UK PLC hasn’t addressed his gambling addiction or taken his attempts to tackle the problem seriously. He complains that Barclays didn’t block gambling transactions and wants his gambling transactions refunded for the last five ... (4 pages)View decision -
Decision Reference DRN-5470442
9 Apr 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5470442 The complaint Mr W complains about how Mulsanne Insurance Company Limited (Mulsanne) handled a claim he made under his motor insurance policy. What happened Mr W was involved in a road traffic accident in May 2024. He made a claim to Mulsanne but said despite the third-part... (4 pages)View decision -
Decision Reference DRN-4907880
9 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4907880 The complaint Mr R complains that Lloyds Bank PLC (“Lloyds”) won’t refund money he lost when he fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator. So, I’ll onl... (3 pages)View decision -
Decision Reference DRN-5335080
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5335080 The complaint Mr D complains that Barclays Bank UK PLC mishandled his Subject Access Request (SAR), which led to the insecure transmission of data. What happened Mr D sent Barclays a SAR via Barclays’ secure website. In response, Mr D said he received unclear instructions f... (3 pages)View decision -
Decision Reference DRN-5389128
9 Apr 2025 Western Union Payment Services GB Limited UpheldBanking and PaymentsDRN-5389128 The complaint Mr M is unhappy that a payment made using Western Union Payment Services GB Limited was delayed, information he received was confusing and the payee says the payment never arrived. What happened Mr M instructed Western Union to make a transfer to a third party ... (3 pages)View decision -
Decision Reference DRN-5258903
9 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5258903 The complaint Mr S complains Starling Bank Limited didn’t do enough to help get a refund for a transaction made on his debit card. What happened The facts of this case are well known to both parties, so I won’t repeat them at length here. As a summary in December 2023, Mr S... (3 pages)View decision -
Decision Reference DRN-5215728
9 Apr 2025 Portal Financial Planning Limited Not upheldPensions and AnnuitiesDRN-5215728 The complaint Mr B complains that Portal Financial Planning Limited advised him to encash his pension plan which resulted in him triggering the Money Purchase Annual Allowance (MPAA). This means he can now only pay £10,000 per year into a pension, and he says if the adviser ... (4 pages)View decision
