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-5692767
18 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5692767 The complaint Mr M’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (16 pages)View decision -
Decision Reference DRN-5673306
18 Jul 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5673306 The complaint Mr B complains about the response of West Bay Insurance Plc (‘West Bay’) following a motor insurance claim. Some of Mr B’s dissatisfaction is about the actions of West Bay’s appointed agents. As West Bay have accepted responsibility for the actions of those age... (3 pages)View decision -
Decision Reference DRN-5701632
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5701632 THE COMPLAINT Mr S holds/held an account with Revolut Ltd (“Revolut”). Mr S’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr S is represented by CEL in this matter. However, where appropriate, I will refer to Mr S solely in th... (7 pages)View decision -
Decision Reference DRN-5635350
18 Jul 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-5635350 The complaint Mr and Mrs P, as trustees and settlors of the AF 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 -
Decision Reference DRN-5545340
18 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5545340 The complaint Miss M complains The Royal Bank of Scotland Plc didn’t deal with her subject access request properly – causing her distress and inconvenience – and mishandled her complaint. What happened Miss M had a packaged bank account with RBS. In February 2025, Miss M com... (2 pages)View decision -
Decision Reference DRN-5644778
18 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5644778 The complaint Ms T’s complained that The Royal London Mutual Insurance Society Limited (“RL”) unfairly declined her critical illness claim when she was diagnosed with breast cancer. What happened In 2011, Ms T bought a life and critical illness policy from a company I’ll cal... (3 pages)View decision -
Decision Reference DRN-5615535
18 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5615535 The complaint Mr R complains that National Westminster Bank Public Limited Company (NatWest) unfairly closed his accounts. What happened In April, NatWest wrote to Mr R advising that his accounts would be closed with immediate effect. The letter explained how Mr R can arrang... (2 pages)View decision -
Decision Reference DRN-5700677
18 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5700677 The complaint Mr K and Mrs K complain about the way U K Insurance Limited (UKI) have handled the claim they made under their building insurance policy. This complaint has been bought by both Mr K and Mrs K, but as Mr K has been leading in this complaint and for ease, I’ve re... (5 pages)View decision -
Decision Reference DRN-5701792
18 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5701792 The complaint Ms J is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms J fell victim to a cruel job scam. Her representative has said she was looking for work and w... (5 pages)View decision -
Decision Reference DRN-5184614
18 Jul 2025 Crowd2Fund Limited Not upheldInvestmentsDRN-5184614 The complaint Mr B complains that Crowd2Fund Limited provided misleading information regarding an investment opportunity on its crowdfunding platform. Mr B says he wasn’t made aware that his capital would be converted into shares in Crowd2fund at the end of the term of the l... (4 pages)View decision