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 369228 results
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Decision Reference DRN-5035585
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5035585 The complaint Mr D complains Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr D found an advert for an investment company on social media who turned out to be a scam. He had to pay into the ‘investment’ thr... (7 pages)View decision -
Decision Reference DRN-5340144
19 Mar 2025 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-5340144 The complaint Mr T complains that Hampshire Trust Bank Plc (HTB) wouldn’t provide him with a tax certificate when he requested it. What happened In October 2024 Mr T called HTB to close his savings account and to request a tax certificate. This was duly carried out by HTB. I... (2 pages)View decision -
Decision Reference DRN-5313946
19 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5313946 The complaint Ms S complains that Starling Bank Limited didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (6 pages)View decision -
Decision Reference DRN-5314200
19 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5314200 The complaint Ms S complains that Wise Payments Limited didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well... (5 pages)View decision -
Decision Reference DRN-5350087
19 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5350087 The complaint Mrs S has complained about the way her motor insurer, U K Insurance Limited trading as Churchill (‘UKI’), dealt with a claim that was made against her policy. What happened In March 2024 Mrs S was involved in an accident with a third party which resulted in bo... (3 pages)View decision -
Decision Reference DRN-5394053
19 Mar 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5394053 The complaint Mr B complains about the service he received from Sainsbury’s Bank Plc (“Sainsbury’s Bank”) in relation to his credit card account. What happened Mr B held a credit card account with Sainsbury’s Bank. He had held the account for many years and says that he alw... (5 pages)View decision -
Decision Reference DRN-5274855
19 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5274855 The complaint Mr L complains that N.I.I.B Group Limited trading as Northridge Finance (‘Northridge’) irresponsibly entered into a hire purchase agreement with him. He says Northridge failed to take reasonable steps to ensure he could make repayments under the agreement susta... (5 pages)View decision -
Decision Reference DRN-5408327
19 Mar 2025 DTE Risk and Financial Management Limited UpheldPensions and AnnuitiesDRN-5408327 The complaint Ms T is represented. In 2018 she had two Standard Life (‘SL’) Personal Pensions (‘PPs’) – one was a Group Personal Pension (‘GPP’) and the other was a Flexible Retirement Plan (‘FRP’). She says DTE Risk and Financial Management Limited trading as DTE Financial... (9 pages)View decision -
Decision Reference DRN-5382840
19 Mar 2025 SiriusPoint International Insurance Corporation Not upheldInsuranceDRN-5382840 The complaint P, an exempt charity, complains SiriusPoint International Insurance Corporation turned down a claim it made on its Staff Absence Insurance policy. What happened In October 2023 P (a school) claimed on its policy. It said one of its teachers was being treated fo... (4 pages)View decision -
Decision Reference DRN-5332959
19 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5332959 The complaint Mr E has complained about the way his motor insurer, Liverpool Victoria Insurance Company Limited (‘LV’), recorded his no claims discount (‘NCD’). What happened Mr E took out a policy with LV in 2020 for six days. At the time, his previous insurer confirmed th... (3 pages)View decision
