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 128535 results
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Decision Reference DRN-4961084
13 Mar 2025 IG Markets Limited UpheldInvestmentsDRN-4961084 The complaint Ms S complains that IG Markets Limited (‘IG’) has failed to provide appropriate information about her shareholding, notably in relation to a corporate action for a particular position, which she has been left unable to close. Ms S submits that IG’s actions have... (6 pages)View decision -
Decision Reference DRN-5353919
13 Mar 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5353919 The complaint Mr and Mrs S are unhappy with the poor customer service they received from Great Lakes Insurance UK Limited (“Great Lakes”) when the renewal of their home insurance policy was due. What happened Before renewing their policy, Mr and Mrs S tried updating Great La... (2 pages)View decision -
Decision Reference DRN-5025650
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5025650 The complaint Mr W is unhappy that Revolut Ltd (Revolut) won’t refund the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here, but in... (10 pages)View decision -
Decision Reference DRN-5321318
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5321318 The complaint Mr O complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary I understand it to be as follows. I... (10 pages)View decision -
Decision Reference DRN-5396151
13 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5396151 The complaint Mr J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decisio... (4 pages)View decision -
Decision Reference DRN-5284225
13 Mar 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5284225 The complaint Mr D complained about Somerset Bridge Insurance Services Limited’s actions when he cancelled his motor insurance policy. What happened When Mr D sold his car and cancelled his policy through Somerset Bridge, his broker, they said he owed a cancellation charge.... (2 pages)View decision -
Decision Reference DRN-5396154
13 Mar 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5396154 The complaint Mr K complains about the service he received from AA Underwriting Insurance Company Limited (AA) after he made a claim under his car insurance policy. What happened Mr K held a car insurance policy underwritten by AA. He made a claim in January 2024 after his ... (5 pages)View decision -
Decision Reference DRN-5396066
13 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5396066 The complaint Mr V has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr V invested in unlisted shares in his SIPP. Mr V says L&C should not have allowed the investment which ha... (12 pages)View decision -
Decision Reference DRN-5339166
13 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5339166 The complaint Mr G complains that Ageas Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a luxury sports utility vehicle of a limited edition, with a large diesel engine and... (4 pages)View decision -
Decision Reference DRN-5395938
13 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5395938 The complaint Mrs O is unhappy that Lloyds Bank PLC decided not to refund her after she was the victim of a scam. Mrs O is bringing her complaint using a professional representative which I’ll refer to as P. What happened Mrs O said she came to know about an investment wit... (6 pages)View decision