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 361839 results
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Decision Reference DRN-5415546
21 Mar 2025 PRA Group (UK) Limited UpheldConsumer CreditDRN-5415546 The complaint Mr O complains that PRA Group (UK) Limited trading as PRA Group (PRA) were continuing to report a default to his credit file when they shouldn’t have been. What happened I set out the background to this complaint and my initial findings in my provisional decisi... (3 pages)View decision -
Decision Reference DRN-5412972
21 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5412972 The complaint and background Mr N complains Bank of Scotland plc trading as Halifax won’t refund the money he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. She concluded Halifax wasn’t liable for Mr N’s loss as sh... (3 pages)View decision -
Decision Reference DRN-5015146
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5015146 The complaint Miss G complains that Revolut Ltd didn’t do enough to protect her from a scam and hasn’t refunded her since she reported it. What happened I issued a provisional decision (PD) for this complaint on 6 March 2025. In it set out the background and my provisional f... (11 pages)View decision -
Decision Reference DRN-4976447
21 Mar 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-4976447 The complaint Mrs H complains about the way St. James's Place Wealth Management Plc (SJP) has managed her ISA. She says she has suffered losses during the period 2019 to 2023, and she believes this is a result of failings in the service provided by SJP. What happened M... (5 pages)View decision -
Decision Reference DRN-4893582
21 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4893582 The complaint Mr G is unhappy that Bank of Scotland plc trading as Halifax (Halifax) wont refund him after he fell victim to an investment scam. What happened In March 2021, Mr G came across an opportunity to invest in a company - I will refer to as K in this decision. He u... (7 pages)View decision -
Decision Reference DRN-5411314
21 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5411314 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly increased her credit limit. What happened Miss W’s Aqua account had a credit limit of £450, but Aqua increased the credit limit to £1,450 in June 2018. Miss W says that it was irresponsible for Aqua... (2 pages)View decision -
Decision Reference DRN-5282168
21 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5282168 The complaint J complains The National Farmers’ Union Mutual Insurance Society Limited handled its commercial property insurance claim poorly. J is a limited company. It’s been represented by a director for the complaint. For ease of reading, I’ve referred to the actions an... (4 pages)View decision -
Decision Reference DRN-5319035
21 Mar 2025 Aviva Administration Limited UpheldPensions and AnnuitiesDRN-5319035 The complaint Mr and Mrs R complain that Aviva Administration Limited terminated their client agreement when they did not consent to the agreement being transferred to a third party which intended to charge significantly higher fees. Mr and Mrs R also complain that Aviva Adm... (9 pages)View decision -
Decision Reference DRN-5411910
21 Mar 2025 Murdoch Asset Management Limited UpheldInvestmentsDRN-5411910 The complaint Mrs P complains about investment advice she received from Murdoch Asset Management Limited (MAML). She says some of her investments do not reflect her attitude to risk. She is also unhappy about charges being deducted from cash and investments held in her portf... (8 pages)View decision -
Decision Reference DRN-5400478
21 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5400478 The complaint Mr D complains that Royal & Sun Alliance Insurance Limited (“RSA”) would not agree to cover treatment costs on his pet insurance policy. What happened On 8 January 2024 Mr D took out an insurance policy for his dog, underwritten by RSA, with cover to start ... (3 pages)View decision
