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-5267390
27 Jan 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5267390 The complaint Mr M complains Advantage Insurance Company Limited (trading as Hastings) handled his motor insurance claim poorly. What happened In December 2023 Mr M’s car was damaged whilst parked. He identified a third-party driver he suspected to have caused the damage. H... (2 pages)View decision -
Decision Reference DRN-5287190
27 Jan 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5287190 The complaint M, a religious charity, complains that Starling Bank Limited unreasonably declined to open an account for them. What happened In August 2023 M applied for an account with Starling. The bank reviewed the application but declined to open an account. They decline... (3 pages)View decision -
Decision Reference DRN-5280716
27 Jan 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5280716 The complaint Mr and Mrs H are unhappy with how Great Lakes Insurance UK Limited dealt with a claim they made on an annual travel insurance policy. As it is Mrs H leading on the complaint, I will mostly just be referring to her in this decision. What happened Mr H was diag... (3 pages)View decision -
Decision Reference DRN-5287256
27 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5287256 The complaint Miss P is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened On 10 January 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments before I issu... (7 pages)View decision -
Decision Reference DRN-5287064
26 Jan 2025 Pepperstone Limited UpheldInvestmentsDRN-5287064 The complaint Mrs A complains Pepperstone Limited manipulated pricing data, wrongfully closed her short position, used swap charges against her and wrongfully closed her account. What happened Mrs A opened a short USDZAR position on 5 April 2023, selling the Dollar at 17.87 ... (4 pages)View decision -
Decision Reference DRN-4986909
26 Jan 2025 Fairmead Insurance Limited UpheldInsuranceDRN-4986909 The complaint Mr and Mrs W complain that Fairmead Insurance Limited (“Fairmead”) has handled a claim made under their home insurance policy unfairly and caused delays. What happened In June 2020, Mr and Mrs W made a claim under their home insurance policy with Fairmead, when... (5 pages)View decision -
Decision Reference DRN-4793411
26 Jan 2025 The Devereux Partnership LLP UpheldInvestmentsDRN-4793411 The complaint Mrs F and Mr R complain The Devereux Partnership LLP (“Devereux”) gave them unsuitable investment advice, causing them financial loss and inconvenience. In particular they say the recommended portfolio was too risky and they only wanted to invest for a short ti... (7 pages)View decision -
Decision Reference DRN-5252512
25 Jan 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5252512 The complaint Mr B complains he was misled about the fees charged by St. James's Place Wealth Management Plc (SJP) on his pension account What happened Mr B said despite trying very hard to get clarity on the amount of SJP’s charges they turned out to be different to those... (5 pages)View decision -
Decision Reference DRN-5282273
24 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5282273 The complaint Mr M complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this... (7 pages)View decision -
Decision Reference DRN-5096962
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5096962 The complaint Mrs C complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to a scam, and would like it to refund her the money she has lost as a result. What happened The details of what happened are well known to both part... (8 pages)View decision
