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 122183 results
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Decision Reference DRN-5568280
19 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5568280 The complaint Mr S complains that Revolut Ltd hasn’t refunded payments on his account he says he didn’t authorise. What happened In mid-March 2024, Mr S received notifications in his Revolut app about attempted payments using his card. Mr S went into the app and declined the... (7 pages)View decision -
Decision Reference DRN-5567911
19 May 2025 Phil Anderson Financial Services Ltd UpheldPensions and AnnuitiesDRN-5567911 The complaint Mr H and his wife submitted complaints about investment advice they received from Phil Anderson Financial Services Ltd (‘PA’). They received the advice jointly (for a jointly held General Investment Account), and individually (for their respective Retirement Ac... (13 pages)View decision -
Decision Reference DRN-5494910
19 May 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5494910 The complaint Mr K is unhappy that AXA PPP Healthcare Limited (AXA) declined the claim under his private medical insurance policy. What happened Mr K took out a group private medical insurance policy with AXA in August 2024. His wife and daughter are also joined onto the pol... (4 pages)View decision -
Decision Reference DRN-5567708
19 May 2025 Phil Anderson Financial Services Ltd UpheldPensions and AnnuitiesDRN-5567708 The complaint Mrs H and her husband submitted complaints about investment advice they received from Phil Anderson Financial Services Ltd (‘PA’). They received the advice jointly (for a jointly held General Investment Account), and individually (for their respective Retiremen... (12 pages)View decision -
Decision Reference DRN-5568689
19 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5568689 The complaint Mr S has complained about the way Royal & Sun Alliance Insurance Limited (RSA) handled his subsidence claim, under his home insurance policy. I will refer to the loss adjuster who acted for RSA as C. What happened The details of this complaint are well kn... (3 pages)View decision -
Decision Reference DRN-5162923
19 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5162923 The complaint Mr F has complained Nationwide Building Society won’t refund him for three transactions he didn’t authorise. What happened In July 2024 on a night out, Mr F was approached by men he didn’t know. This fracas ended in Mr F’s phone being stolen. He reported this t... (3 pages)View decision -
Decision Reference DRN-5568773
19 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5568773 The complaint Mr V has complained about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim he made on his motor insurance policy. What happened I issued a provisional decision on this complaint earlier this month. An extract from that decision foll... (4 pages)View decision -
Decision Reference DRN-5566841
19 May 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5566841 The complaint Mr and Mrs M complain that The Royal Bank of Scotland Plc, trading as The One Account, allowed Mr M to draw down £30,000 from their mortgage when it shouldn’t have done and without Mrs M’s agreement. What happened Mr and Mrs M opened a “One Account” with RBS i... (3 pages)View decision -
Decision Reference DRN-5505274
19 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5505274 The complaint Mrs H and Mr J as directors of company ‘W’ complain about the service received by Santander UK Plc (“Santander”) when trying to close down a business bond and updating W’s banking mandate. What happened W held a bond with Santander worth approximately £80,000 ... (5 pages)View decision -
Decision Reference DRN-5432166
19 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5432166 The complaint Ms Z has complained HSBC UK Bank plc allowed someone to open a current and a credit account in her name. This has impacted her credit record and caused considerable distress. What happened In late 2023 Ms Z started to receive letters from a debt collection agen... (2 pages)View decision
