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 382298 results
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Decision Reference DRN-5875389
7 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5875389 The complaint Mr M complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr M explained he has an art portfo... (4 pages)View decision -
Decision Reference DRN-5936751
7 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5936751 The complaint Miss B complains that National Westminster Bank Public Limited Company trading as Mettle (Mettle) won’t let her open a new account following its decision to close a current account in 2018. What happened Miss B applied for an account with Mettle which was decli... (4 pages)View decision -
Decision Reference DRN-5894561
7 Nov 2025 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-5894561 The complaint Mr J and Mrs J complain about Advisory Insurance Brokers Limited’s actions when attempting to set up a specialist home insurance policy for them. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary ... (3 pages)View decision -
Decision Reference DRN-5733695
7 Nov 2025 Evelyn Partners Investment Management Services Limited Not upheldPensions and AnnuitiesDRN-5733695 The complaint Mr C complains that “Bestinvest”) has failed to administer his self-invested personal pension (“SIPP”) in an efficient manner. In particular he complains about how a corporate action was notified and processed in September 2024. What happened Mr C holds a SIPP ... (4 pages)View decision -
Decision Reference DRN-5688124
7 Nov 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5688124 The complaint Mrs X complains that Financial & Legal Insurance Company Ltd declined a claim on her rent protection insurance policy. Where I refer to Financial & Legal, this includes its agents and claims handlers acting on its behalf. What happened Mrs X owns a prop... (2 pages)View decision -
Decision Reference DRN-5901721
7 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5901721 The complaint Mr S has complained that Aviva Insurance Limited unreasonably refused to deal with his theft claim under his motor policy, along with renewing his policy automatically after he requested his policy should not be automatically renewed. Mr S has also complained t... (4 pages)View decision -
Decision Reference DRN-5839286
7 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5839286 The complaint Mrs P is unhappy that National Westminster Bank Public Limited Company (NatWest) sent her a statement of fees for 2022 – 2023 in 2025. She’s also unhappy with the service she received when she called them to understand more about it. What happened In May 2025 ... (3 pages)View decision -
Decision Reference DRN-5729491
7 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5729491 The complaint Mr S complains that Advantage Finance Ltd provided him with an unaffordable regulated hire purchase agreement. What happened In June 2022 Advantage Finance provided Mr S with a hire purchase agreement for a car with a cash price of around £5,990. Mr S paid a de... (4 pages)View decision -
Decision Reference DRN-5878472
7 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5878472 The complaint Mr A has made a complaint about the poor service he received from Bank of Scotland plc (trading as Halifax). What happened Mr A has Power of Attorney for his partner, Mrs D. He visited a Halifax branch in May 2025 to make a payment on her behalf. It seems he’d ... (3 pages)View decision -
Decision Reference DRN-5883969
7 Nov 2025 MSIG Europe SE UpheldInsuranceDRN-5883969 The complaint S, a limited company, complains that MSIG Europe SE (“MSIG”) unfairly declined a claim it made on its commercial property insurance policy. Mr D, a director of S, brings the complaint on S’s behalf. What happened The details of this complaint are well known t... (3 pages)View decision
