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 381082 results
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Decision Reference DRN-5468727
5 Sep 2025 Redmayne-Bentley LLP UpheldInvestmentsDRN-5468727 The complaint Mr O complains Redmayne-Bentley LLP (‘Redmayne-Bentley’) didn’t correctly carry out the his instructions to sell his shares and it charged him an undisclosed commission. What happened Mr O had an investment account with Redmayne-Bentley. On 28 October 2024 he c... (6 pages)View decision -
Decision Reference DRN-5391042
5 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5391042 The complaint Miss M complains that Starling Bank Limited (Starling) is refusing to refund her the amount she lost as the result of a scam. Miss M is being represented by a third party. To keep things simple, I will refer to Miss M throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-5798762
5 Sep 2025 HL Partnership Limited Not upheldMortgagesDRN-5798762 The complaint Mr D complains that an appointed representative of HL Partnership Limited failed to arrange a mortgage for him before the lender withdrew the interest rate set out in its decision in principle – meaning that the mortgage he eventually took was at a higher rate.... (12 pages)View decision -
Decision Reference DRN-5755466
5 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5755466 The complaint Mr B and Miss W complain about the repairs INTACT INSURANCE UK LIMITED (Intact) carried out on their vehicle following their motor insurance claim. This complaint has been bought by both Mr B and Miss W, but as Miss W is the policyholder, and for ease, I’ve ref... (6 pages)View decision -
Decision Reference DRN-5697678
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697678 The complaint Miss P complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost when she became the victim of a property investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (4 pages)View decision -
Decision Reference DRN-5542998
5 Sep 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5542998 The complaint Mr M complains that London and Country mortgages Limited (L&C) did not switch the interest rate on his mortgage as he requested. What happened In March 2024, L&C gave Mr M mortgage advice. It recommended that he should take an interest rate of 4.46% fix... (3 pages)View decision -
Decision Reference DRN-5776302
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5776302 Complaint Miss E and Miss G have complained about the overdraft charges Santander UK Plc (“Santander”) applied to their current account. Miss E and Miss G are being represented, by the (“representative”), in their complaint. The representative has said the charges applied ... (5 pages)View decision -
Decision Reference DRN-5798711
5 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5798711 The complaint Mr H has complained about the advice he received from an appointed representative of Quilter Financial Services Limited (‘QFSL’) to switch his pension to a different provider in 2017. He thinks this advice was unsuitable. He also says that QFSL has mismanaged h... (8 pages)View decision -
Decision Reference DRN-5289931
5 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5289931 The complaint Mr M complains that Lloyds Bank PLC unfairly withheld funds that were paid into his account. Mr M is represented on this complaint, but I will refer to him directly throughout the decision. What happened The detailed background to this complaint is well known... (4 pages)View decision -
Decision Reference DRN-5267615
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267615 THE COMPLAINT Mr W complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr W is represented by Rothley Law Limited in this matter. However, where appropriate, I will refer to Mr W solely in this decision for ease of ... (3 pages)View decision
