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 380824 results
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Decision Reference DRN-5787371
21 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5787371 The complaint Mr and Mrs B complain that Admiral Insurance (Gibraltar) Limited declined their claim against their motor insurance policy. Reference to Admiral includes its agents. What happened Mr and Mrs B have a motor insurance policy underwritten by Admiral. They made a ... (3 pages)View decision -
Decision Reference DRN-5566445
21 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5566445 The complaint Mr K says Revolut Ltd (“Revolut”) failed to keep his account safe and protect him from financial harm when he fell victim to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr K ... (4 pages)View decision -
Decision Reference DRN-5894117
21 Oct 2025 Computershare Investor Services Plc UpheldInvestmentsDRN-5894117 The complaint Mr M complains that Computershare Investor Services Plc gave him misleading information which led to him forfeiting some of his options. He says that, when he realised, he tried to reverse the exercise and sale instruction he’d given, but that he didn’t hear ba... (3 pages)View decision -
Decision Reference DRN-5763508
21 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5763508 The complaint Mr V complains that First Central Underwriting Limited (First Central) refused to pay a claim on his motor insurance when he had an accident driving someone else’s car. What happened Mr V had motor insurance with First Central. He was involved in an accident wh... (2 pages)View decision -
Decision Reference DRN-5776419
21 Oct 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5776419 The complaint Mr I and Mrs I complain about the way Watford Insurance Company Europe Limited (Watford) handled the claim they made for their windscreen under their motor insurance policy. This complaint has been bought by both Mr I and Mrs I, but as Mrs I is the policyholder... (2 pages)View decision -
Decision Reference DRN-5850701
21 Oct 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5850701 The complaint Mr W complains about Zurich Insurance PLC’s on-going handling of a claim he made after an escape of water at his property. What happened The background to this complaint is well known to both parties, so I’ll given only a brief summary here. Mr W has a building... (6 pages)View decision -
Decision Reference DRN-5846886
21 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5846886 The complaint Mr B complains that NewDay Ltd performed soft searches on his credit file without his permission. What happened Mr B discovered that NewDay had carried out soft searches on his credit file in May 2025. He was also concerned that the searches had been carried ou... (2 pages)View decision -
Decision Reference DRN-5892323
21 Oct 2025 Interactive Investor Services Limited UpheldInvestmentsDRN-5892323 The complaint Mr G complains that, following a takeover affecting one of his shareholdings, Interactive Investor Services Limited took too long to register the new shares to his account. Mr G says he’s lost profit of around £3,600 as he couldn’t sell the shares until they h... (3 pages)View decision -
Decision Reference DRN-5896836
21 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5896836 The complaint Mr and Mrs M complain that Nationwide Building Society (‘Nationwide’) hasn’t reimbursed the funds they say were lost to a scam. What happened Mr and Mrs M hold a joint account with Nationwide. They say that in 2018 they were introduced to an investment opportun... (7 pages)View decision -
Decision Reference DRN-5859863
21 Oct 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5859863 The complaint Mr R complains about the poor service he says he’s received from Aviva Life & Pensions UK Limited (Aviva) while he’s been trying to access his pension plan benefits. He says Aviva didn’t provide the transfer discharge forms he requested within a timely mann... (7 pages)View decision
