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 124111 results
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Decision Reference DRN-5332593
5 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5332593 The complaint Mr C has complained about how Clydesdale Bank Plc trading as Virgin Money (Virgin Money) handled a refund claim he made to them. What happened Mr C purchased clothes from a retailer I shall call G in August 2023 to the sum of £1,691.00 on his Virgin Money credi... (5 pages)View decision -
Decision Reference DRN-5468727
5 Sep 2025 Redmayne-Bentley LLP UpheldInvestmentsDRN-5468727 The complaint Mr O complains Redmayne-Bentley LLP (‘Redmayne-Bentley’) didn’t correctly carry out the his instructions to sell his shares and it charged him an undisclosed commission. What happened Mr O had an investment account with Redmayne-Bentley. On 28 October 2024 he c... (6 pages)View decision -
Decision Reference DRN-5755466
5 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5755466 The complaint Mr B and Miss W complain about the repairs INTACT INSURANCE UK LIMITED (Intact) carried out on their vehicle following their motor insurance claim. This complaint has been bought by both Mr B and Miss W, but as Miss W is the policyholder, and for ease, I’ve ref... (6 pages)View decision -
Decision Reference DRN-5798711
5 Sep 2025 QUILTER FINANCIAL SERVICES LIMITED UpheldPensions and AnnuitiesDRN-5798711 The complaint Mr H has complained about the advice he received from an appointed representative of Quilter Financial Services Limited (‘QFSL’) to switch his pension to a different provider in 2017. He thinks this advice was unsuitable. He also says that QFSL has mismanaged h... (8 pages)View decision -
Decision Reference DRN-5799218
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5799218 The complaint Mr R is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr R fell victim to a cruel investment scam. After responding to an advert on social media, ... (7 pages)View decision -
Decision Reference DRN-5616564
4 Sep 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5616564 The complaint Miss A complains that a hire purchase agreement with First Response Finance Limited, under which a car was supplied to her, wasn’t affordable for her. She’s being represented in her complaint by a professional representative. What happened A used car was suppli... (4 pages)View decision -
Decision Reference DRN-5719225
4 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5719225 The complaint Ms D complains that AXA Insurance UK Plc (“AXA”) provided a poor service when it dealt with escape of water claims she made under her home insurance policy. What happened In 2021 Ms D made a claim for an escape of water at her home when she noticed damp in her ... (3 pages)View decision -
Decision Reference DRN-5219825
4 Sep 2025 StoneX Financial Ltd UpheldInvestmentsDRN-5219825 The complaint Mr L complains StoneX Financial Ltd trading as City Index (“StoneX”) caused him losses by wrongfully approving his application to be treated as an elective professional client (“EPC”). What happened Mr L opened a trading account with StoneX in 2015 as a retail ... (6 pages)View decision -
Decision Reference DRN-5567076
4 Sep 2025 BUPA Insurance Limited UpheldInsuranceDRN-5567076 The complaint Mr V has complained that technical issues with BUPA Insurance Limited’s online portal meant that he was unable to use his private medical insurance policy when he needed it and has incurred costs for medical treatment as a result. What happened Mr V had been e... (2 pages)View decision -
Decision Reference DRN-5780607
4 Sep 2025 Yonder Technology Ltd UpheldBanking and PaymentsDRN-5780607 The complaint Miss P complains about the wait time for Yonder Technology Ltd trading as Yonder to respond to messages about her fraud claim. What happened Miss P contacted Yonder on 2 November 2024 to report unrecognised transactions on her account. Yonder suspended the acco... (2 pages)View decision
