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 381196 results
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Decision Reference DRN-5671273
14 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5671273 The complaint Mr P complains that Admiral Insurance (Gibraltar) Limited mishandled a motor insurance policy. What happened For the year from mid-October 2024, Mr P had a multi-car policy with Admiral. Mr P was looking to buy another car. On 21 November 2024, he contacted A... (3 pages)View decision -
Decision Reference DRN-5691336
14 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5691336 The complaint Mr K complains that Wise Payments Limited (‘Wise’) won’t reimburse him after he fell victim to a scam. What happened I’ll briefly set out the circumstances of the complaint, as explained by Mr K’s representative. Mr K says he saw an article online about invest... (9 pages)View decision -
Decision Reference DRN-5631781
14 Jul 2025 UAB ZEN.COM Not upheldBanking and PaymentsDRN-5631781 The complaint Mr K complains that UAB ZEN.COM (‘Zen’) won’t reimburse the funds he lost when he fell victim to a scam. What happened I’ll briefly set out the circumstances of the complaint, as explained by Mr K’s representative. Mr K says he saw an article online about inves... (6 pages)View decision -
Decision Reference DRN-5286860
14 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5286860 The complaint Mr H complains about the actions of Lloyds Bank PLC (‘Lloyds’) as the receiving bank, in relation to money he says was lost as the result of a scam. What happened In November 2019, Mr H made a payment of £30,000 from an account he held with a bank I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5670915
14 Jul 2025 Admiral Financial Services Limited UpheldConsumer CreditDRN-5670915 The complaint Mr WS complains Admiral Financial Services Limited trading as Admiral Money (“Admiral”) irresponsibly provided him with a loan. What happened In April 2023 Mr WS applied for a loan with Admiral. The application was approved, and they gave him a loan for £20,00... (3 pages)View decision -
Decision Reference DRN-5556922
14 Jul 2025 RAC Insurance Limited Not upheldInsuranceDRN-5556922 The complaint Mr R complains about how RAC Insurance Limited (“RAC”) handled his request to change his vehicle and then the refund it gave him when he cancelled his car insurance policy. What happened Mr R bought a car insurance policy in August 2024 arranged through RAC as ... (2 pages)View decision -
Decision Reference DRN-5578436
14 Jul 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5578436 The complaint Mr P complains about the amount he received from Phoenix Life Limited, trading as Standard Life, after making a full withdrawal from his SIPP. He believes Standard Life failed to apply the correct amount of interest to his account before processing the withdraw... (4 pages)View decision -
Decision Reference DRN-5673704
14 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5673704 The complaint Mrs P has complained that Revolut Ltd won’t refund the money she says she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decisio... (3 pages)View decision -
Decision Reference DRN-5625660
14 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5625660 The complaint Mrs B’s complaint is about an interest-only Halifax-branded mortgage she holds with Bank of Scotland plc (BOS). The mortgage started in 2005 and was due for repayment in 2015. The mortgage has yet to be repaid, and Mrs B has spent all of the intervening years d... (3 pages)View decision -
Decision Reference DRN-5646551
14 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5646551 The complaint Mr and Mrs P’s complaint is about an interest-only mortgage they took out with Bank of Scotland plc (BOS) in 2017, the term of which expired in August 2024. The essence of the complaint, which flows from an earlier complaint against a different business that w... (9 pages)View decision
