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 381194 results
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Decision Reference DRN-5899182
31 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5899182 The complaint Ms M complains about Lloyds Bank PLC. She says that Lloyds didn’t do enough to protect her when she fell victim to a scam and would like it to refund her in full for the money she has lost. What happened Ms M unfortunately fell victim to an investment scam in... (3 pages)View decision -
Decision Reference DRN-5916494
31 Oct 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5916494 The complaint Mr S complains that Advantage Insurance Company Limited unfairly cancelled his motorcycle insurance. His policy was sold and is administered by a third-party insurance intermediary on Advantage’s behalf and all his correspondence has been with this intermediary... (4 pages)View decision -
Decision Reference DRN-5918254
31 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5918254 The complaint Mr and Mrs D say Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined a claim they made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In October 2015, Mr and Mrs D purchased a timeshare membership from a timeshare provider (the ‘... (3 pages)View decision -
Decision Reference DRN-5542720
31 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5542720 The complaint Mr A complains that Revolut Ltd won’t refund the money he lost to an investment scam. Mr A was initially represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both p... (9 pages)View decision -
Decision Reference DRN-5921243
31 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5921243 The complaint Mr A complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost to an investment scam. Mr A was initially represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this... (7 pages)View decision -
Decision Reference DRN-5918275
31 Oct 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5918275 The complaint Mr M says Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) has unfairly declined a claim he made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In July 2013, Mr M purchased a timeshare membership from a... (3 pages)View decision -
Decision Reference DRN-5921275
31 Oct 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5921275 The complaint Mr B complains that the advice he received from St. James’s Place Wealth Management Plc (‘SJP’) to transfer his retirement annuity contract pension (‘RAC’) to an SJP personal pension and invest in its Managed Funds portfolio was unsuitable for him. Mr B has a ... (6 pages)View decision -
Decision Reference DRN-5921245
31 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5921245 The complaint Mr Z, who is represented by his uncle, complains that Metro Bank PLC refused to give him access to his account. What happened Mr Z has an account with Metro Bank that was opened in 2017 when he was a child. In 2019 a restriction was placed on the account. Short... (2 pages)View decision -
Decision Reference DRN-5877066
31 Oct 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5877066 The complaint Ms S has complained that Astrenska Insurance Limited refused to deal with the loss/theft of her laptop under her gadget insurance policy. What happened Ms S leased a laptop from a company who insured the laptop with Astrenska. Unfortunately she was involved in... (3 pages)View decision -
Decision Reference DRN-5631726
31 Oct 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5631726 The complaint Mr and Mrs K have complained about the way AmTrust Specialty Limited (“AmTrust”) dealt with a claim they made under their building guarantee. References to AmTrust in this decision include its appointed agents and representatives. What happened In April 2024, M... (4 pages)View decision
