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 364766 results
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Decision Reference DRN-5087557
3 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5087557 The complaint Mr and Mrs V complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim they made under their home insurance policy. Mrs V has primarily dealt with the complaint so, for ease of reading, I’ll mostly refer to her. What happen... (5 pages)View decision -
Decision Reference DRN-5255594
3 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5255594 The complaint Mr A complains that Wise Payments Limited (“Wise”) closed his account unfairly. What happened Wise says Mr A opened a personal account with Wise in 2020. In late 2024 it contacted him to say that it was deactivating his account because his account was being use... (3 pages)View decision -
Decision Reference DRN-5361069
3 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5361069 The complaint Mr K complains about the cancellation of his motor insurance policy by Watford Insurance Company Europe Limited (‘Watford’). What happened The background to this complaint is well known to Mr K and Watford. In my decision, I’ll focus mainly on giving the reason... (4 pages)View decision -
Decision Reference DRN-5205137
3 Mar 2025 BUPA Insurance Limited UpheldInsuranceDRN-5205137 The complaint Miss H complains that BUPA Insurance Limited (‘Bupa’) refused to cover the cost of medical treatment under a private medical insurance policy. Miss H is represented by her mother, Mrs H. What happened Miss H is covered under a group private medical insurance ... (2 pages)View decision -
Decision Reference DRN-5210665
3 Mar 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5210665 The complaint Mr C complains that Shawbrook Bank Limited caused a loss of interest and inconvenience by delaying a transfer from an Individual Savings Account (ISA) held with a third-party bank, which I’ll refer to as B, to a new ISA he was opening with Shawbrook. What happe... (2 pages)View decision -
Decision Reference DRN-5278158
3 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5278158 The complaint Mr L complains about the quality of a car he has been financing through an agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“Alphera”). What happened Mr L took receipt of a used car in October 2023. The car was about fo... (3 pages)View decision -
Decision Reference DRN-5316896
3 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5316896 The complaint Miss W has complained that Starling Bank Limited won’t refund the money she spent on a gambling site when she says the site hasn’t paid out her winnings. What happened In 2024, Miss W was sent an email from a gambling merchant, and she signed up to their websit... (2 pages)View decision -
Decision Reference DRN-5352411
3 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5352411 The complaint Mrs U complains about Hargreaves Lansdown Asset Management Limited’s (“HL’s”) promotion of the Woodford Equity Income Fund (“WEIF”), which she invested in through her SIPP with HL. What happened The WEIF was managed by Neil Woodford, who left Invesco Perpetual... (7 pages)View decision -
Decision Reference DRN-5322279
3 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5322279 The complaint Ms H complains that Revolut Ltd (“Revolut”) won’t refund the money she lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2021, Ms H saw an advert for company that... (6 pages)View decision -
Decision Reference DRN-5268273
3 Mar 2025 Alan Steel (Asset Management) Limited Not upheldInvestmentsDRN-5268273 The complaint Ms L complains that Alan Steel (Asset Management) Limited denied her the opportunity to withdraw £10,000 from the Woodford Equity Income Fund (WEIF) in 2018. If the withdrawal had taken pace, this would’ve mitigated the losses she suffered after the fund was li... (3 pages)View decision
