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 369228 results
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Decision Reference DRN-5066031
23 Feb 2025 Phoenix Life CA Limited Not upheldInvestmentsDRN-5066031 The complaint Mr W complains that Phoenix Life CA Limited has misled him as to the expected return he will receive upon maturity of his Sun Life WealthBuilder savings policy. What happened Mr W has held his policy since October 1992. It is a unit linked, regular premium inve... (4 pages)View decision -
Decision Reference DRN-5040397
22 Feb 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5040397 The complaint Mr H has complained about the charges levied on his Hargreaves Lansdown Asset Management Limited (‘HLAM’) self-invested personal pension (‘SIPP’). Mr H has complained that charges, specifically those incurred on FX transactions, were not appropriately disclose... (4 pages)View decision -
Decision Reference DRN-5347610
22 Feb 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5347610 The complaint Mr K has complained about the advice provided to him by AFH Independent Financial Services Limited (‘AFH’). Mr K has stated that the advice to transfer a Scottish Widows Group Personal Pension (‘GPP’) into a Scottish Widows Personal Pension (‘PP’) was unsuitabl... (8 pages)View decision -
Decision Reference DRN-5073572
22 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5073572 The complaint Mr S has complained that HSBC UK Bank Plc (“HSBC”) failed to protect him from falling victim to cryptocurrency-related investment scam, and hasn’t refunded what he lost. What happened The background of this complaint is already known to both parties, so I won’... (4 pages)View decision -
Decision Reference DRN-5307483
22 Feb 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5307483 The complaint Mr B complains that Santander Consumer (UK) Plc trading as Kia Financial Services (who I’ll call KFS) miscalculated the interest rebate when he settled his finance agreement early. What happened Mr B entered into a conditional sale agreement with KFS in July 20... (2 pages)View decision -
Decision Reference DRN-5343062
21 Feb 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5343062 The complaint Mr K complains that Halifax Share Dealing Limited trading as IWeb Share Dealing (“IWeb”) unfairly restricted his access to his trading account. He argues they have incorrectly applied European sanctions regulations and wants his access restored. What happened M... (6 pages)View decision -
Decision Reference DRN-5307296
21 Feb 2025 Endsleigh Insurance Services Limited Not upheldInsuranceDRN-5307296 The complaint Mr and Mrs I complain that Endsleigh Insurance Services Limited (“Endsleigh”) have provided a poor service, having made mistakes in relation to the administration of policies they hold with it. What happened In August 2024, Mr I phoned Endsleigh about the three... (3 pages)View decision -
Decision Reference DRN-4975790
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975790 The complaint Mr K’s complaint is about Monzo Bank Ltd’s refusal to reimburse him money he says he lost due to a scam. Mr K is represented by CEL Solicitors in this matter. However, I will try to refer to Mr K solely in this decision for ease of reading. What happened The c... (4 pages)View decision -
Decision Reference DRN-4975734
21 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4975734 The complaint Mr K’s complaint is about Revolut Ltd’s refusal to reimburse him money he says he lost due to a scam. Mr K is represented by CEL Solicitors in this matter. However, I will try to refer to Mr K solely in this decision for ease of reading. What happened The circ... (4 pages)View decision -
Decision Reference DRN-5344421
21 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5344421 The complaint Mr C has complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) had incorrectly made reference to cancellation of his home insurance policy. What happened Mr C considered that Admiral purported to cancel a policy that hadn’t been purchased, as he ha... (3 pages)View decision
