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 383541 results
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Decision Reference DRN-5669164
4 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5669164 The complaint Mr S and Mrs S’ complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an ... (11 pages)View decision -
Decision Reference DRN-5665950
4 Jul 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5665950 The complaint Mrs R complains that Financial & Legal Insurance Company Ltd declined a claim on her pet insurance policy. What happened Mrs R made a claim on her policy for treatment costs after her dog needed treatment for an infection. Financial & Legal declined the... (4 pages)View decision -
Decision Reference DRN-5423498
4 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5423498 The complaint Mrs Y complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In August 2022, Mrs Y’s ex-husband told her about an investment company he had been successfully investing with. He said he had been investing for... (9 pages)View decision -
Decision Reference DRN-5525055
4 Jul 2025 Progeny Wealth Limited UpheldPensions and AnnuitiesDRN-5525055 The complaint Mrs B complains about the advice and service received from Progeny Wealth Limited (‘PWL’) in relation to her pension. PWL provided Mrs B with ongoing advice. She believes the advice received from 2019 to 2023, including changes to product providers and investme... (11 pages)View decision -
Decision Reference DRN-5423459
4 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5423459 The complaint Mrs Y complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of a scam. What happened In August 2022, Mrs Y’s ex-husband told her about an investment company he had been successfully investing with. He said he had been investin... (6 pages)View decision -
Decision Reference DRN-5525100
4 Jul 2025 Progeny Wealth Limited UpheldPensions and AnnuitiesDRN-5525100 The complaint Mr B complains about the advice and service received from Progeny Wealth Limited (‘PWL’) in relation to his pension. PWL provided Mr B with ongoing advice. He believes the advice received from 2019 to 2023, including changes to product providers and investments... (12 pages)View decision -
Decision Reference DRN-5648027
4 Jul 2025 St. James's Place Wealth Management Plc Not upheldInsuranceDRN-5648027 The complaint Mrs H has complained about the advice she received from St James’s Wealth Management Plc (‘SJPWM’) to take out a Flexible Protection Plan. She says it is costly and inappropriate for her needs. She only needed such cover when her children were younger, the acti... (8 pages)View decision -
Decision Reference DRN-5669097
4 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5669097 The complaint Mr O has complained that U K Insurance Limited (UKI) failed to add a speeding offence to his car insurance policy which he told it about in 2022. Mr O is unhappy that UKI requested an additional premium for the offence when he reported an incident in June 2024.... (4 pages)View decision -
Decision Reference DRN-5207043
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5207043 The complaint Mr S complains that Santander UK Plc (‘Santander’) won’t refund money he says was lost as the result of an investment scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. In 2019, Mr S entered into an investm... (4 pages)View decision -
Decision Reference DRN-5607762
4 Jul 2025 eToro Money UK Ltd Not upheldBanking and PaymentsDRN-5607762 The complaint Mr V is complaining that eToro Money UK Ltd (eToro Money) didn’t prevent him from making payments to a scam. What happened The circumstances of the scam are well-known to both parties so I won’t go into detail here. But in short, Mr V fell victim to a scam af... (2 pages)View decision
