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 370149 results
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Decision Reference DRN-5651457
27 Jun 2025 Platform Funding Ltd Not upheldMortgagesDRN-5651457 The complaint Mr M complains that Platform Funding Limited treated him unfairly regarding his mortgage arrears. His representative asks that Platform accepts his proposal to clear the arrears. What happened Mr M took out an interest only mortgage with Platform in 2005. The s... (4 pages)View decision -
Decision Reference DRN-5653925
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5653925 THE COMPLAINT Mrs B holds/held an account with Revolut Ltd (“Revolut”). Mrs B’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Mrs B is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will re... (6 pages)View decision -
Decision Reference DRN-5457742
27 Jun 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5457742 The complaint Mr S complains that the final bonus which will be applied to the with-profits pension plan he holds with Aviva Life & Pensions UK Limited (Aviva) has reduced significantly over the previous few years. He would like to understand the reason behind this and w... (4 pages)View decision -
Decision Reference DRN-5653724
27 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5653724 The complaint London & Colonial Services Limited recently changed its name to Pathlines Pensions UK Limited but for ease of reference I'll simply be referring to ‘L&C’ throughout this decision. Mr C complains that L&C failed to meet its regulatory obligatio... (50 pages)View decision -
Decision Reference DRN-5653950
27 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5653950 The complaint Mr P complains about Lloyds Bank PLC’s decision to provide him with an overdraft facility which he says was unaffordable. Mr P’s complaint has been referred to us by a professional representative, but for ease I’ll refer to all submissions as though they are h... (9 pages)View decision -
Decision Reference DRN-5654019
27 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5654019 The complaint Mr E complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional deci... (4 pages)View decision -
Decision Reference DRN-5469808
27 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5469808 The complaint Ms B complains about the actions of HSBC UK Bank Plc which have meant that she is being pursued for a debt owed by her company. What happened Ms B told us: Her limited company which I’ll call ‘U’ had a business current account with a £10,000 overdraft with ... (3 pages)View decision -
Decision Reference DRN-5499461
27 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5499461 The complaint Ms D complains that Metro Bank PLC didn’t do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened In mid-2019, Ms D responded to a cryptocurrency investment advert she found online and was contacted by the company. She i... (3 pages)View decision -
Decision Reference DRN-4897248
27 Jun 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4897248 The complaint Mr M complains about a reviewable critical illness policy he holds with Zurich Assurance Ltd. He’s unhappy with reductions in the policy’s sum assured after a policy review and thinks it was mis-sold to him. What happened Mr M was advised to take out the Lifeti... (3 pages)View decision -
Decision Reference DRN-5653791
27 Jun 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5653791 The complaint Miss H complains that Watford Insurance Company Europe Limited unfairly declined a claim she made under her home insurance policy. Watford is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Watford ... (5 pages)View decision
