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 381082 results
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Decision Reference DRN-5269870
3 Jul 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5269870 The complaint Ms W complains that if she takes retirement benefits from her personal pension plans before age 65, Phoenix Life Limited (Phoenix) will impose a Market Value Reduction (MVR) on the value of her pension plans which will significantly reduce their value. Ms W sa... (9 pages)View decision -
Decision Reference DRN-5664530
3 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5664530 The complaint Mr M and Miss P complain HSBC UK Bank Plc trading as first direct won’t refund the money they lost when Miss P fell victim to a scam. What happened In early 2025, Miss P was offered a remote job opportunity with a company, “B” which involved completing tasks in... (4 pages)View decision -
Decision Reference DRN-5477165
3 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5477165 The complaint Ms F complains that the car supplied by BMW Financial Services(GB) Limited trading as BMW Financial Services (“BMW”) wasn’t of satisfactory quality. She says the car was brand new, yet she’s had innumerable technology problems with it since the start. Ms F want... (4 pages)View decision -
Decision Reference DRN-5368611
3 Jul 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5368611 The complaint Mr N complains that Phoenix Life Limited trading as Standard Life made errors when he asked for a payment from his Self-Invested Personal Pension Plan (SIPP) and he’s experienced distress and inconvenience as a result. What happened Mr N had a SIPP with Standar... (5 pages)View decision -
Decision Reference DRN-5407665
3 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5407665 The complaint Mr F and Mrs P complain that HSBC UK Bank Plc misadvised them about the exchange rate that would apply when making an international payment, resulting in a financial loss. Mr F had the key interactions with the bank and he has taken the lead on the complaint, s... (7 pages)View decision -
Decision Reference DRN-5646448
3 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5646448 The complaint Mr H and Mrs H are unhappy with the service provided by Lloyds Bank General Insurance Limited (Lloyds) following a claim made on their home insurance policy. Mrs H and Mr H are both party to this complaint. Mr H has primarily dealt with this service. For ease ... (6 pages)View decision -
Decision Reference DRN-5666810
3 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5666810 The complaint Miss N has complained that Revolut Ltd won’t refund money she says she has lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both par... (7 pages)View decision -
Decision Reference DRN-5593167
3 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5593167 The complaint Mr W is unhappy with what Royal & Sun Alliance Insurance Limited (RSA) did after he made a claim on his legal expenses insurance policy. What happened In January 2022 Mr W contacted RSA seeking assistance from his legal expenses policy. He wanted to defend ... (3 pages)View decision -
Decision Reference DRN-5350487
3 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5350487 The complaint Miss K is unhappy with that Monzo Bank Ltd wouldn’t allow her to conduct a balance transfer to her credit card account and with the service she’d received from Monzo surrounding this. What happened In June 2022, Miss K successfully applied to Monzo for a credit... (3 pages)View decision -
Decision Reference DRN-5488975
3 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5488975 The complaint Mr R complains that Lendable Ltd (Lendable) acted irresponsibly when they agreed to lend to him as he said the loan wasn’t affordable. What happened In October 2023 Mr R entered into a Fixed Sum loan agreement with Lendable for £8,900. The total amount repayabl... (4 pages)View decision
