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 380824 results
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Decision Reference DRN-5590188
11 Aug 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5590188 The complaint A limited company (referred to as S in this decision) complains Northern Bank Limited trading as Danske Bank delayed the payment of funds resulting in additional costs for S. S is represented by a director, Mr B. What happened The background to this complaint... (2 pages)View decision -
Decision Reference DRN-5746026
11 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5746026 The complaint Mr M and Mrs M complain about Ageas Insurance Limited’s handling of a claim made after an escape of water at their home. What happened Communication on this complaint has been from Mrs M, so I’ll mainly refer to her alone throughout this decision, rather than M... (7 pages)View decision -
Decision Reference DRN-5088079
11 Aug 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5088079 The complaint Mr H complains that Trading 212 UK Limited has stopped providing information regarding his share dealing account. What happened Mr H holds a share dealing account with Trading 212. Mr H had previously raised concerns regarding the lack of transparency and repor... (2 pages)View decision -
Decision Reference DRN-5747358
11 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5747358 The complaint M complains that Revolut Ltd hasn’t refunded unauthorised payments that were made from its account. What happened On 19 January 2024, M’s director received a call from someone purporting to be from Revolut’s fraud department. They said someone had accessed M’s ... (4 pages)View decision -
Decision Reference DRN-5009468
11 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5009468 The complaint Mrs S complains that Hargreaves Lansdown Asset Management Limited (‘Hargreaves Lansdown’) sold US shares held in her Stocks and Shares ISA because she hadn’t completed the appropriate form in time. Mrs S says Hargreaves Lansdown shouldn’t have sold the shares a... (3 pages)View decision -
Decision Reference DRN-5628661
11 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5628661 The complaint Mr H complains Bank of Scotland plc trading as Halifax won’t refund a transaction that debited his credit card account which he says he did not make or authorise. What happened On 16 January 2025, Mr H reported a transaction to an online retailer that had take... (3 pages)View decision -
Decision Reference DRN-5649026
11 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5649026 The complaint Mrs R is unhappy about how Phoenix Life Limited has distributed death benefits from her husband’s pension. What happened Mrs R’s husband (Mr S) passed away in January 2023. In April 2023 Phoenix Life sent Mrs R a death benefit claim form and asked for supportin... (3 pages)View decision -
Decision Reference DRN-5548920
11 Aug 2025 EFG Private Bank Limited Not upheldPensions and AnnuitiesDRN-5548920 The complaint Mr S complains that investments made by EFG Private Bank Limited trading as EFG Harris Allday (“EFG”) in his SIPP were too high risk and incompatible with his risk profile. He believes EFG failed to act with appropriate due care and reduce the portfolio’s risk ... (7 pages)View decision -
Decision Reference DRN-5569140
11 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5569140 The complaint Mr H complains that Capital One (Europe) Plc (Capital One) acted unfairly in agreeing to lend to him. In bringing his complaint Mr H is represented by a third party. For ease of reading, I will only refer to Mr H in my decision. What happened In July 2019 Mr H ... (3 pages)View decision -
Decision Reference DRN-5267489
11 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5267489 The complaint Mr S complains that Lloyds Bank PLC (‘Lloyds’) as the receiving bank, could’ve prevented the loss he suffered as the result of a scam. What happened In 2021, Mr S was looking for investment opportunities. He received a call about buying artwork as an investmen... (3 pages)View decision
