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 121479 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-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-5409202
19 Mar 2025 Clydesdale Bank Plc UpheldInvestmentsDRN-5409202 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money failed to give an explanation in timely manner to a query he had regarding a transaction on his stocks and shares ISA. What happened Mr D has a stocks and shares ISA with Virgin Money. Mr D called ... (3 pages)View decision -
Decision Reference DRN-5396741
19 Mar 2025 Simpson and Parsons (Insurance Consultants) Limited UpheldInsuranceDRN-5396741 The complaint A limited company, that I’ll refer to as N, has complained that it was mis-sold a business insurance policy by Simpson and Parsons (Insurance Consultants) Limited. Mrs T, as one of the directors of N, has brought the complaint on its behalf. What happened N i... (8 pages)View decision -
Decision Reference DRN-5406150
19 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5406150 The complaint Mr S has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd (‘Zurich’) personal pension to a small self-administered scheme (‘SSAS’) in 2014. Mr S’s SSAS was subsequently used to invest in an overseas propert... (16 pages)View decision -
Decision Reference DRN-5396824
19 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5396824 The complaint Mr W complains about how Aviva Insurance Limited (“Aviva”) handled a claim he made on his buildings insurance policy following an escape of water. What happened The details of this complaint are well known to both parties, so I won’t repeat them... (7 pages)View decision -
Decision Reference DRN-5409116
19 Mar 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5409116 The complaint Mr and Mrs T are unhappy with the way that Haven Insurance Company Limited settled a claim under their home insurance policy for damage caused by a water leak. What happened On 6 September 2024 Mr and Mrs T made a claim to Haven after a water leak from a bathr... (4 pages)View decision -
Decision Reference DRN-5406940
19 Mar 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5406940 The complaint Mr M complains about a car Zopa Bank Limited (“Zopa”) supplied to him under a hire purchase agreement wasn’t of satisfactory quality. What happened In September 2023 Zopa supplied a car to Mr M under a hire purchase agreement. It was about seven years old and h... (5 pages)View decision
