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 367300 results
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Decision Reference DRN-5580500
24 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5580500 The complaint Mr and Mrs C complain that Royal & Sun Alliance Insurance Limited (“RSA”) failed to adequately progress their claim for subsidence damage, when it paid out for the claim and then asked for some of the money back, saying it had overpaid them. What happened T... (3 pages)View decision -
Decision Reference DRN-5561650
24 May 2025 W. Denis Financial Services Limited Not upheldPensions and AnnuitiesDRN-5561650 The complaint Mr S says W. Denis Financial Services Limited (WDFS) failed to provide him with adequate advice concerning the sustainability of his retirement funds and the level of risk his investments were exposed to. He says the overall service he received was also lacking... (6 pages)View decision -
Decision Reference DRN-5581254
23 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5581254 The complaint Mr M has complained Revolut Ltd failed to sufficiently intervene causing him to fall 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. In summary, ... (5 pages)View decision -
Decision Reference DRN-5582431
23 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5582431 The complaint Mr V is essentially unhappy that Phoenix Life Ltd, trading as Standard Life, internal systems prevent him from updating his account details. What happened Mr V has a personal pension with Phoenix Life Ltd, trading as Standard Life (who I’ll refer to as SL throu... (4 pages)View decision -
Decision Reference DRN-5581255
23 May 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5581255 The complaint Ms S, through her representative, complains that Shop Direct Finance Company Limited (“SDFC”) lent to her irresponsibly when it approved three store cards for her with credit limits. Two of those cards had credit limit increases and Ms S complains about those l... (6 pages)View decision -
Decision Reference DRN-5298531
23 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5298531 The complaint Mr O and Mrs O say Lloyds Bank PLC unfairly removed their overdraft facility and failed to provide them with the right support to help them repay their debt. What happened Mr O and Mrs O held a current account with Lloyds which opened in February 2006. In Mar... (5 pages)View decision -
Decision Reference DRN-5022518
23 May 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5022518 The complaint Mrs B complains that Prepay Technologies Ltd failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) employment scam or recover her funds after it occurred. What happened The background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-5404056
23 May 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5404056 The complaint Mr F tried to transfer a large amount of money into his J.P. Morgan Europe Limited trading as Chase (“Chase”) account. But the transfer was unsuccessful and returned back to the account it was sent from. Mr F is unhappy that the transfer was unsuccessful and wi... (3 pages)View decision -
Decision Reference DRN-5080770
23 May 2025 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-5080770 The complaint Mrs B complains that Remitly U.K., Ltd. failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) employment scam or recover her funds after it occurred. What happened The background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-5417461
23 May 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5417461 The complaint Mr A complains in his capacity as director of a limited company, (which I’ll refer to as “S”), that Accelerant Insurance Europe SA/NV UK Branch (“Accelerant”) took the decision to avoid S’s policy, treating it as though it never existed, following what Accelera... (4 pages)View decision
