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 367928 results
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Decision Reference DRN-5356626
23 Mar 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5356626 The complaint Mr B complains that Haven Insurance Company Limited (“Haven”) hasn’t refunded him fairly after he was overcharged for a motor insurance policy he took out. What happened In June 2022, Mr B took out a taxi insurance policy with Haven. Haven found there was a cla... (3 pages)View decision -
Decision Reference DRN-5043331
22 Mar 2025 Freetrade Limited UpheldInvestmentsDRN-5043331 The complaint Mr M complains that Freetrade Ltd unreasonably blocked his attempts to place a trade for shares on 26 March 2024. He says it has caused him a financial loss, as by the time a trade could be executed, the price had fallen by $11 per share. What happened Mr M hol... (4 pages)View decision -
Decision Reference DRN-5309262
21 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5309262 The complaint Mr K made a number of customer service related complaints to Phoenix Life Limited (Phoenix) concerning his pension. They mainly followed from his initial complaint around September 2022. The complaint(s) led to four Complaint Responses (‘CRs’) from Phoenix – se... (5 pages)View decision -
Decision Reference DRN-4482267
21 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-4482267 The complaint Mr H is unhappy that National Westminster Bank Public Limited Company won’t accept liability for a claim he made under connected lender liability provisions of the Consumer Credit Act 1974 (“CCA”). What happened With the help of a professional representative “... (3 pages)View decision -
Decision Reference DRN-5283900
21 Mar 2025 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-5283900 The complaint Mr W complains that Embark Investment Services Limited, trading as Stocktrade, failed to inform him about a Rights Issue in respect of shares he held, meaning he lost out on the opportunity to purchase extra shares, and their subsequent increase in value. What ... (4 pages)View decision -
Decision Reference DRN-5360329
21 Mar 2025 Credit Suisse International UpheldInvestmentsDRN-5360329 The complaint Mr C and Miss C2 complain about Credit Suisse International. They say it delayed paying redress following a 2019 final decision from our Service, insisting on notarised identification documents that weren’t necessary. To put things right, they say it should p... (8 pages)View decision -
Decision Reference DRN-5400402
21 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5400402 The complaint Mrs W complains about the actions of Lloyds Bank General Insurance Limited after she made a claim under her home insurance policy. Lloyds is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Lloyds ha... (3 pages)View decision -
Decision Reference DRN-5289127
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5289127 Complaint Mrs O is unhappy that Revolut Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In 2023, Mrs O said she received a WhatsApp message from someone who claimed to work for a recruiter. Mrs O had been applying for jobs online and so s... (8 pages)View decision -
Decision Reference DRN-5370763
21 Mar 2025 Advance Mortgage Funding Ltd UpheldInsuranceDRN-5370763 The complaint Mr J has complained about advice he was given by Advance Mortgage Funding Ltd trading as PRIMIS Mortgage Network. What happened Mr J’s was sold the policy about which he complains by a financial firm that is no longer trading. Advance Mortgage Funding Ltd tradi... (3 pages)View decision -
Decision Reference DRN-5037216
21 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5037216 The complaint Mr and Mrs J complain about Bank of Scotland plc trading as Halifax. The account the payment was made from is held in joint names, but as it was Mr J who made the payment, I will refer to him throughout the decision. Mr and Mrs J say that Mr J fell victim to ... (3 pages)View decision
