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 367928 results
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Decision Reference DRN-5587356
28 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5587356 The complaint Mr V complains that NewDay Ltd trading as John Lewis Partnership Card (JLPC) have irresponsibly lent to him. What happened Mr V was approved for a JLPC in August 2022 with a £7,200 credit limit. He says that JLPC irresponsibly lent to him. Mr V made a complaint... (4 pages)View decision -
Decision Reference DRN-5291177
28 May 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5291177 The complaint Mr N and Mrs L complain that The Co-operative Bank Plc trading as Platform did not switch their mortgage to a new interest rate product as they had requested. What happened Mr N and Mrs L have a mortgage with Platform. Their existing interest rate was due to ex... (3 pages)View decision -
Decision Reference DRN-5478936
28 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5478936 The complaint Mr O complains that when his beneficiary SIPP (Self Invested Personal Pension) was set up in August 2022 following the death of his late partner, Phoenix Life Limited trading as Standard Life failed to record the beneficiary details he’d provided against the pe... (3 pages)View decision -
Decision Reference DRN-5583158
28 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5583158 The complaint Mr P complains that Revolut Ltd (‘Revolut’) won’t refund the payments he made after falling victim to a job scam. What happened The background to this complaint isn’t in dispute so I won’t go into detail. In summary, Mr P was contacted via a messaging app by ... (8 pages)View decision -
Decision Reference DRN-5537060
28 May 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5537060 The complaint Mr M complains that Scottish Widows Limited (SWL) failed to manage the performance of his Stakeholder Personal Pension Plan. He also feels that the funds SWL invested in as part of the lifestyling option he’d chosen financially disadvantaged him. What happened ... (6 pages)View decision -
Decision Reference DRN-4949400
28 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4949400 The complaint A company, which I’ll call “W” complains that Revolut Ltd is refusing to refund the amount it lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat everything here. However, in summary W sa... (3 pages)View decision -
Decision Reference DRN-5587350
28 May 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5587350 The complaint Mr F is unhappy that Westerby Trustee Services Limited (‘Westerby’) continued to take its annual loan administration fees from his self-invested personal pension (‘SIPP’), after a loan investment held within his SIPP defaulted in May 2019. What happened After ... (6 pages)View decision -
Decision Reference DRN-5504615
28 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5504615 The complaint Miss P has complained about poor repairs carried out to her car. Miss P made a claim under her car insurance policy to her insurer Royal & Sun Alliance Insurance Limited (RSA). What happened Miss P made a claim for damage to her car following an incident in... (2 pages)View decision -
Decision Reference DRN-5583239
28 May 2025 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-5583239 The complaint Mr S complains that a claim on his commercial property insurance policy was not settled in full because Arthur J. Gallagher Insurance Brokers Limited (“AJG”) failed to provide the correct information to the insurer when the policy was taken out. What happened M... (6 pages)View decision -
Decision Reference DRN-5587330
28 May 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5587330 The complaint Mr H has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In January 2023 Mr H entered into a two-year fixed sum loan agreeme... (5 pages)View decision
