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 128312 results
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Decision Reference DRN-5203550
6 Feb 2025 Soteria Insurance Limited UpheldInsuranceDRN-5203550 The complaint Ms B and Mr I complain that Soteria Insurance Limited (“Soteria”) mishandled their home insurance claim following a leak at their property. Any reference to Soteria in this decision include its appointed agents and representatives. What happened In October 2018... (4 pages)View decision -
Decision Reference DRN-5196040
6 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5196040 The complaint Mr G complains that Bank of Scotland plc, trading as Halifax, won’t refund to him the money that he paid to an online retailer. What happened Mr G used his Halifax debit card in December 2023 to pay £72.95 to an online retailer for some jewellery to be delivere... (3 pages)View decision -
Decision Reference DRN-5314111
6 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5314111 The complaint Mr M complains about Healthcare Finance Limited’s (HFL) response to his claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment he bought using a fixed sum loan from it. What happened In August 2023 Mr M bought dent... (5 pages)View decision -
Decision Reference DRN-5312199
6 Feb 2025 Coutts & Company UpheldInvestmentsDRN-5312199 The complaint Mr and Mrs L complain that Coutts & Company (“Coutts”) stopped moving their money into their ISAs after the 2019/20 tax year. They say they’ve lost out as a result of losing their opportunity to use their allowances in subsequent years. What happened Mr and... (6 pages)View decision -
Decision Reference DRN-4834594
6 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4834594 The complaint Mr G complains that Nationwide Building Society hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a summary of key events here. Mr G was contacted by an inve... (5 pages)View decision -
Decision Reference DRN-5233186
6 Feb 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5233186 The complaint Miss D has complained that Assurant General Insurance Limited (Assurant) has declined a claim she made following the loss of a mobile phone. What happened Miss D has said that on 11 August 2024 she took possession of a new mobile phone which was given to her a... (3 pages)View decision -
Decision Reference DRN-5313923
6 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5313923 The complaint Mrs R complains that Revolut Ltd 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 known to... (7 pages)View decision -
Decision Reference DRN-5281545
6 Feb 2025 Transave Credit Union Limited UpheldConsumer CreditDRN-5281545 The complaint Mr H has complained that Transave Credit Union Limited trading as Transave UK acted irresponsibly when it provided him with a series of loans between 2019 and 2023. Background Mr H is a member of Transave UK and applied for several loans with it between Decembe... (4 pages)View decision -
Decision Reference DRN-5221746
6 Feb 2025 True Potential Wealth Management LLP UpheldInsuranceDRN-5221746 The complaint A company, which I’ll refer to as M, complains that True Potential Wealth Management LLP mis-sold life insurance. Mr P, who is a director of M, brings the complaint on M’s behalf, with Mrs P, who is listed as company secretary. What happened The history of thi... (4 pages)View decision -
Decision Reference DRN-5221667
6 Feb 2025 True Potential Wealth Management LLP UpheldInsuranceDRN-5221667 The complaint Mr and Mrs P complain that True Potential Wealth Management LLP mis-sold them a life and serious illness insurance policy. What happened The history of this complaint is well known to both parties, so I won’t repeat all the details here. In summary, Mr and Mrs... (4 pages)View decision