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-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 -
Decision Reference DRN-5595837
3 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5595837 The complaint Miss D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss D applied for an Aqua credit card in August 2022. In her application, Miss D said she was ... (3 pages)View decision -
Decision Reference DRN-5339224
3 Jul 2025 WiseAlpha Technologies Limited Not upheldInvestmentsDRN-5339224 The complaint Mr W complains that WiseAlpha Technologies Limited (“WiseAlpha”) will not offer a platform to create a secondary market in shares he acquired following the restructure of a corporate bond in which he invested. Mr W says he was led to believe WiseAlpha would off... (4 pages)View decision -
Decision Reference DRN-5591779
3 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5591779 The complaint A limited company, which I’ll refer to as ‘S’, complains that Barclays Bank UK PLC unfairly defaulted its Bounce Back Loan (“BBL”) and closed its Business Current Account (“BCA”). S’s complaint is brought to this service by its director, whom I’ll refer to as ‘... (3 pages)View decision
