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 367928 results
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Decision Reference DRN-5400108
16 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5400108 The complaint Ms H complains that Revolut Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued a provisional decision for this complaint on 28 February 2025. In it I set out the background and my p... (10 pages)View decision -
Decision Reference DRN-5400063
16 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5400063 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) deducted an unfair salvage value following an accident and provided him with a poor service. Any reference to Admiral in this decision includes its appointed agents and representatives. What ... (3 pages)View decision -
Decision Reference DRN-5400035
15 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5400035 The complaint Mrs L has complained that Monzo Bank Limited (“Monzo”) failed to protect her from falling victim to a cryptocurrency investment scam and hasn’t refunded the money she lost. What happened I issued a provisional decision in February 2025 explaining why I was min... (5 pages)View decision -
Decision Reference DRN-5399975
15 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5399975 The complaint Mr B complains that Tesco Personal Finance Limited trading as Tesco Bank (“Tesco Bank”) has failed to protect him from losing money to a scam. What happened The background to this complaint is well known to the parties, so I won’t repeat everything here in det... (3 pages)View decision -
Decision Reference DRN-5399978
15 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5399978 The complaint Mr B complains that Wise Payments Limited trading as Wise (“Wise”) has failed to protect him from losing money to a scam. What happened The background to this complaint is well known to the parties, so I won’t repeat everything here in detail. In brief summary... (3 pages)View decision -
Decision Reference DRN-5130949
15 Mar 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5130949 The complaint Mr M complains about The Prudential Assurance Company Limited (Prudential). He’s unhappy with the service he received when taking benefits from his Self-Invested Personal Pension (SIPP). What happened On 18 April 2024, Mr M submitted a request to Prudential to... (5 pages)View decision -
Decision Reference DRN-5316953
14 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5316953 The complaint Mr A complains about Aviva Insurance Limited (“Aviva”) for delays in identifying the cause of a leak at his home. He wants Aviva to increase its offer of compensation to reflect the increased damage caused to his home by the delay in identifying the leak. What ... (2 pages)View decision -
Decision Reference DRN-5184432
14 Mar 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5184432 The complaint Mr W complains that Scottish Widows Limited (Scottish Widows), after it seemingly agreed to the terms of an annuity purchase from the proceeds of an Open Market Option (OMO), then declined it three weeks later as it said it couldn’t accept Guaranteed Minimum Pe... (7 pages)View decision -
Decision Reference DRN-5345768
14 Mar 2025 Grew Financial Services Limited UpheldPensions and AnnuitiesDRN-5345768 The complaint Mrs D is unhappy that Grew Financial Services Ltd (GFS) continued to receive renewal commission in relation to her Standard Life (SL) Self Invested Personal Pension (SIPP) and undertook unauthorised fund switches within it that resulted in higher charges being ... (10 pages)View decision -
Decision Reference DRN-5315709
14 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5315709 The complaint Mr M complains Barclays Bank UK PLC (“Barclays”) closed his accounts unfairly for alleged abusive behaviour when it was aware of his disability and vulnerabilities. Mr M adds Barclays have discriminated against him because of this, and that it didn’t properly n... (4 pages)View decision
