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 381196 results
-
Decision Reference DRN-5400937
26 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5400937 The complaint Miss H has complained that Hargreaves Lansdown Asset Management Limited (HLAM) did not make her aware that when taking a lump sum from her pension she would incur a tax charge from His Majesty’s Revenue and Customs (HMRC), causing her a financial loss. She woul... (4 pages)View decision -
Decision Reference DRN-5645949
26 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5645949 The complaint Mrs R complains that Liverpool Victoria Insurance Company Limited (‘LV) voided her home insurance policy and didn’t pay her subsidence claim. Mrs R has been represented by a family member during this complaint. But for ease of reading, any reference to ‘Mrs R’... (5 pages)View decision -
Decision Reference DRN-5776382
26 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5776382 The complaint Mrs V complains that AWP P&C S.A. declined her travel insurance claim. My references to AWP include its agents. What happened Mrs V went on a group trekking holiday abroad. She’d taken out ‘Standard’ level single travel insurance for the trip and several op... (4 pages)View decision -
Decision Reference DRN-5506180
26 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5506180 The complaint Mrs M complains that NewDay Ltd trading as Pulse irresponsibly lent to her. Mrs M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs M ... (3 pages)View decision -
Decision Reference DRN-5231012
26 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5231012 The complaint Mr O is unhappy Revolut Ltd (Revolut) won’t refund transactions on his account which he says he didn’t authorise. What happened On 31 August 2024, Mr O logged onto his Revolut app to discover a number of transactions totalling £1076 to a merchant he did not re... (3 pages)View decision -
Decision Reference DRN-5246897
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5246897 The complaint Miss I complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to a scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Miss I says she was searching for flights online and came into cont... (3 pages)View decision -
Decision Reference DRN-5680302
26 Aug 2025 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5680302 The complaint Mr C complains about poor level of service provided by Interactive Investor Services Limited in the process of taking tax-free cash from his self-invested personal pension (SIPP) to buy a property. What happened One of our investigators sent Mr C and Interactiv... (4 pages)View decision -
Decision Reference DRN-5591856
26 Aug 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5591856 The complaint Mr M complains that Home Retail Group Card Services Limited trading as Argos Financial Services have irresponsibly lent to him. Mr M is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission ... (2 pages)View decision -
Decision Reference DRN-5563405
26 Aug 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5563405 The complaint Ms M complains about errors with the valuation instructed by HSBC UK Bank Plc when she took out a mortgage to buy a property. Ms M asks for a regulatory review into HSBC’s handling of her complaint, a determination that her mortgage is null and void due to the ... (4 pages)View decision -
Decision Reference DRN-5684500
26 Aug 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5684500 The complaint Mr C’s complaint against Aviva Life & Pensions UK Limited (“Aviva”) is about the performance of his whole of life investment plan. What happened Mr C took out a whole of life investment plan in 1982 with a sum assured of £3,200. In late 2024 Mr C complain... (3 pages)View decision
