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 368546 results
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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 -
Decision Reference DRN-5317431
28 May 2025 Wise Payments Limited Not upheldBanking and PaymentsThe complaint Mr A, a sole trader, complains about the way a payment into his account with Wise Payments Limited (Wise) was processed. What happened Mr A had a business account with Wise. On 15 August 2024 he added funds to his Wise account using a credit card from another company. He init... (2 pages)View decision -
Decision Reference DRN-5155229
28 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5155229 The complaint Mr W complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W says he fell victim to a cryptocurrency investment scam in 2022, after seeing an advert on social media. He complained to Revolut about... (2 pages)View decision -
Decision Reference DRN-5439079
28 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5439079 The complaint Miss J complains NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss J was approved for an Aqua credit card in May 2020 with a £250 credit limit. I have detailed the credit limit increases below: October 2020 £250 to £1,250 October 2021 £1,... (4 pages)View decision -
Decision Reference DRN-4970422
28 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4970422 The complaint Miss Y complains that Barclays Bank Plc declined to refund her after she was the victim of an investment scam. Background Miss Y said she was introduced to an investment opportunity by her sister and brother-in- law. She explained that they had previously inves... (3 pages)View decision
