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 123872 results
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Decision Reference DRN-5614087
22 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5614087 The complaint Miss P complains Advantage Insurance Company Limited (“Advantage”) caused her distress and inconvenience through its handling of her claim on her property insurance policy. She says she had to chase Advantage regularly to keep things on track; it caused unreaso... (3 pages)View decision -
Decision Reference DRN-5698976
22 Jul 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5698976 The complaint Mrs S complains that Zopa Bank Limited calculated the remaining balance on her loan incorrectly, and that it failed to make reasonable adjustments when communicating with her. What happened I issued a provisional decision setting out what I thought about Mrs S’... (5 pages)View decision -
Decision Reference DRN-5331333
22 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5331333 The complaint Mr C has complained about the way Clydesdale Bank Plc trading as Virgin Money dealt with his request for money back. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But, to summarise... (5 pages)View decision -
Decision Reference DRN-5707710
22 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5707710 The complaint Ms F complains that Monzo Bank Ltd won’t refund the money she lost as the result of a scam. What happened The background to the scam is well known to the parties, so I’ll simply summarise it here. Briefly, in July 2024, Ms F received a phone call from someone c... (4 pages)View decision -
Decision Reference DRN-5695740
22 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5695740 The complaint Mrs S complains on behalf of X that esure Insurance Limited (“esure”) failed to make reasonable adjustments for their disability, and discriminated against them when it said it wouldn’t take payment for the renewal of X’s car insurance policy. Mrs S is a named ... (5 pages)View decision -
Decision Reference DRN-5285354
22 Jul 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5285354 The complaint Mrs D complains Aviva Life & Pensions UK Limited provided incorrect and contradictory valuations of her stocks and shares Individual Savings Account (ISA). What happened In March 2024, Mrs D and her Independent Financial Adviser (IFA) became aware of discre... (2 pages)View decision -
Decision Reference DRN-5706827
22 Jul 2025 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5706827 The complaint Mr D complains Aviva Life & Pensions UK Limited provided incorrect and contradictory valuations of his stocks and shares Individual Savings Account (ISA). What happened In March 2024, Mr D and his Independent Financial Adviser (IFA) became aware of discrepa... (3 pages)View decision -
Decision Reference DRN-5705303
22 Jul 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5705303 The complaint Mrs C received advice from a representative of St. James's Place Wealth Management Plc (‘SJP’) in 2015, which resulted in her transferring existing pensions to a pension with SJP. She’s complained about its failure to provide her with ongoing financial adv... (7 pages)View decision -
Decision Reference DRN-5592448
22 Jul 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5592448 The complaint Mr and Mrs J complained that HSBC UK Bank Plc won’t let them extend the term of their homeowner loan, secured on their house, to match the term of their main mortgage. They said they’d extended the mortgage term fairly recently, and just wanted to do the same h... (3 pages)View decision -
Decision Reference DRN-5117017
22 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5117017 The complaint Mr K has complained Revolut Ltd did nothing to stop payments he made which turned out to be part of an employment advance fee scam. What happened In 2024 Mr K became aware of potential job opportunities through social media and got in touch with the individuals... (4 pages)View decision
