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 388057 results
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Decision Reference DRN-5653008
18 Jul 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5653008 The complaint Mr D and Mrs G as trustees of the D Trust (The Trustees) complained that Legal and General Assurance Society Limited declined a claim on a life and critical illness policy. The Trustees also complained about several customer service issues. What happened The hi... (4 pages)View decision -
Decision Reference DRN-5495133
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5495133 The complaint Mr H is complaining that Revolut Ltd didn’t do enough to prevent him from falling victim to an investment scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr H here. What happened Mr H says that in ... (3 pages)View decision -
Decision Reference DRN-5599206
18 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5599206 The complaint Mr S complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) didn’t handle his chargeback request properly. What happened Mr S booked a five day stay at an overseas hotel in September 2024 at a cost of €2,473.09. Subsequently, this was paid for using ... (3 pages)View decision -
Decision Reference DRN-5702099
18 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5702099 Complaint Miss N is unhappy that MINI Financial Services (GB) Limited (trading as Mini Financial Services (“Mini FS”)) paid her broker commission for arranging a hire-purchase agreement to facilitate her purchase of a car. She says that any commission was not disclosed to he... (3 pages)View decision -
Decision Reference DRN-5267352
18 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5267352 The complaint Mr N complains National Westminster Bank Public Limited Company (“NatWest”) closed his accounts without explanation and didn’t open him a Basic Bank Account (BBA). Mr N adds that NatWest failed to properly consider his vulnerabilities and provided him with poor... (3 pages)View decision -
Decision Reference DRN-5636538
18 Jul 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5636538 The complaint Mr F complains that Scottish Equitable Plc trading as Aegon (Aegon) sent incorrect instructions to a provider I’ll refer to as provider H when he’d requested a transfer of £1,060 from his Aegon pension to his provider H pension. He feels this led to a financial... (4 pages)View decision -
Decision Reference DRN-5630040
18 Jul 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5630040 The complaint Mr F complains that Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (HLAM) failed to follow his instructions to cancel the transfer of his pension funds to another provider which I’ll refer to as provider A. He said that despite his ... (8 pages)View decision -
Decision Reference DRN-5641160
18 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5641160 The complaint Mr H has complained about the way Barclays Bank UK PLC trading as Tesco Bank dealt with his claim for money back in relation to a purchase he’d made using his credit card. What happened The circumstances surrounding the complaint are well known to the parties ... (3 pages)View decision -
Decision Reference DRN-5628603
18 Jul 2025 Wakam Not upheldInsuranceDRN-5628603 The complaint Mr H, Mrs H and Mr H complain Wakam have provided poor customer service when they claimed on their property insurance policy. They say it caused delays and declined to cover their alternative accommodation costs when their home was uninhabitable. All references... (3 pages)View decision -
Decision Reference DRN-5635361
18 Jul 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-5635361 The complaint Mr and Mrs P, as trustees and settlors of the AR Trust, have complained about the advice they received from HSBC UK Bank Plc (‘HSBC’) to take out a flexible trust. They say it wasn’t suitable, they weren’t made aware of the implications, and errors were made wh... (8 pages)View decision