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-5159984
7 Feb 2025 Society of Lloyd's Not upheldInsuranceDRN-5159984 The complaint Mr M is unhappy with the service provided by Society of Lloyd's (SoL) following a claim he made on his taxi insurance policy. What happened Mr M took out a taxi insurance policy with SoL. The policy booklet explained in the event of a claim where Mr M’s t... (4 pages)View decision -
Decision Reference DRN-3588034
7 Feb 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-3588034 The complaint Mr M has complained through his representative about a transfer of three personal pensions he held with Phoenix Life CA Limited, trading as Sun Life Financial of Canada (“Sun Life”) to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in May 2016. Mr M’... (10 pages)View decision -
Decision Reference DRN-4517559
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4517559 The complaint Mr A complains that Revolut Ltd (Revolut) is refusing to refund him the amount he 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 what happened in detail. In summary, Mr A was contact... (3 pages)View decision -
Decision Reference DRN-5083203
7 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5083203 The complaint Mr R complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-3452679
7 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3452679 The complaint Mr B has complained, via his representatives, about a transfer of his Royal London Mutual Insurance Society Limited personal pensions to a Qualifying Recognised Overseas Pension Scheme (QROPS) in September 2014. Mr B’s QROPS was partially used to invest in comm... (12 pages)View decision -
Decision Reference DRN-5244325
7 Feb 2025 Kensington Mortgage Company Limited UpheldMortgagesDRN-5244325 The complaint Mr G and Miss W’s complaint is about a second charge mortgage that Kensington Mortgage Company trading as Acenden administers on behalf of the lender. They don’t feel that they were provided with the help they needed and asked for when they were in financial di... (4 pages)View decision -
Decision Reference DRN-5256343
7 Feb 2025 Godiva Mortgages Limited Not upheldMortgagesDRN-5256343 The complaint Mr and Mrs R complain that when they missed payments to their Buy To Let (“BTL”) mortgage with Godiva Mortgages Limited, it placed adverse markers on their credit files. Mr and Mrs R said this is having a very serious impact, and they wanted the markers removed... (4 pages)View decision -
Decision Reference DRN-4871031
7 Feb 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-4871031 The complaint Mr S complains about a personal guarantee that he gave to New Wave Capital Limited trading as Capital on Tap (Capital on Tap), in support of his company’s debt. In particular, Mr S has told us that the amount for which he gave the guarantee was limited to £8000... (5 pages)View decision -
Decision Reference DRN-5128313
7 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5128313 The complaint Mr F complains that National Westminster Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam and that it is holding him liable for a loan he didn’t consent to. What happened The detailed background to this complaint is... (6 pages)View decision -
Decision Reference DRN-5128259
7 Feb 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5128259 The complaint Mr F complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (“Novuna”) is holding him liable for the debt on a loan which he says he didn’t consent to. What happened In July 2023, Mr F saw an advert for an investment opportunity which w... (4 pages)View decision
