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 392389 results
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Decision Reference DRN-5826514
6 Nov 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5826514 The complaint Mrs D says that Scottish Equitable Plc (SE) treated her unfairly when it accepted her application for her defined benefit (DB) pension to be transferred to an SE pension. She says SE should compensate her for losses arising from that transfer What happened Mrs ... (4 pages)View decision -
Decision Reference DRN-5778266
6 Nov 2025 Simplyhealth Access Not upheldInsuranceDRN-5778266 The complaint Mr K complains that Simplyhealth Access trading as Simplyhealth gave him incorrect information about the cover under his dental plan. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll f... (2 pages)View decision -
Decision Reference DRN-5922396
6 Nov 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5922396 The complaint Mr W complains about a car supplied under a hire purchase agreement, provided by Blue Motor Finance Ltd (‘BMF’). What happened Around March 2022 Mr W acquired a used car under a hire purchase agreement with BMF. The car is listed with a cash price of £25,000, ... (4 pages)View decision -
Decision Reference DRN-5692249
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5692249 The complaint Mr A complains that National Westminster Bank Plc blocked and then closed his account, without notice and without telling him the reason. He says too that the bank delayed returning funds to him. What happened In March 2025 Mr A made a payment of £800 to his so... (2 pages)View decision -
Decision Reference DRN-5933845
6 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5933845 The complaint Mr J complains that Bank of Scotland plc won’t refund him the money he lost, after he fell victim to an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties and has been laid out in detai... (3 pages)View decision -
Decision Reference DRN-5715381
6 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5715381 The complaint Mr F complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened Mr F was contacted by an individual claiming to represent a company I wil... (3 pages)View decision -
Decision Reference DRN-5304613
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5304613 THE COMPLAINT Mr L complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr L is represented by ‘Ask a Barrister Financial Claims’ in this matter. However, where appropriate, I will refer to Mr L solely in this d... (3 pages)View decision -
Decision Reference DRN-5797899
6 Nov 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5797899 The complaint Mr R complains about North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank’s (CCB) administration of his fixed-sum loan. What happened In September 2023, Mr R took out a fixed-sum loan for £2,000 with CCB. The agreement required him t... (4 pages)View decision -
Decision Reference DRN-5891049
6 Nov 2025 Shard Capital Partners LLP Not upheldPensions and AnnuitiesDRN-5891049 The complaint Mr C complains that Shard Capital Partners LLP (Shard) was negligent in managing and administering his self-invested personal pension (SIPP) that was held on its platform. He says Shard allowed transactions to proceed on its platform without taking adequate ste... (3 pages)View decision -
Decision Reference DRN-5920777
6 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5920777 The complaint Mrs H complains that Aviva Life & Pensions UK Limited unfairly declined to continue to pay her benefit for a claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve ... (3 pages)View decision