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-5485509
17 Jun 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5485509 The complaint Mr and Mrs B complain about how Ageas Insurance Limited settled a claim they made on their motor insurance policy. What happened In April 2024, Mr and Mrs B were involved in an accident in a car park. Both Mr and Mrs B are covered under the policy, but at the... (3 pages)View decision -
Decision Reference DRN-5627427
17 Jun 2025 Plata Finance Limited UpheldConsumer CreditDRN-5627427 The complaint Mr E complains that Plata Finance Limited was irresponsible to agree a loan for him. What happened Plata agreed a loan of £8,000 for Mr E in April 2023. The total amount owed was £12,531.85 to be repaid over four years with monthly repayments of £261.08. I und... (4 pages)View decision -
Decision Reference DRN-5607612
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5607612 The complaint Mr C complains that HSBC UK Bank Plc reduced his credit limit. What happened Mr C holds a credit card account with HSBC. On 9 January 2025 HSBC wrote to Mr C and advised him that his credit limit was being reduced from £5000 to £3,800 on 16 January 2025. Mr C c... (2 pages)View decision -
Decision Reference DRN-5407309
17 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5407309 The complaint Miss G is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Miss G... (3 pages)View decision -
Decision Reference DRN-5553376
17 Jun 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5553376 The complaint Mrs J complains that Liverpool Victoria Financial Services Limited (LV) refused to pay a claim she made on her life insurance policy. What happened In brief summary, in June 2020, Mr and Mrs J took out life cover with LV, through a broker. In June 2021, Mr J w... (4 pages)View decision -
Decision Reference DRN-5616922
17 Jun 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5616922 The complaint Mr D is unhappy with how LeasePlan UK Limited handled his account when his hire agreement ended. What happened Around November 2021 Mr D entered into a hire agreement with LeasePlan to acquire a new car. The agreement was for 36 months, with Mr D due to make m... (4 pages)View decision -
Decision Reference DRN-5615986
17 Jun 2025 Digital Moneybox Limited Not upheldBanking and PaymentsDRN-5615986 The complaint Mr S complains about the way that Digital Moneybox Limited trading as Moneybox dealt with his account. What happened In early December 2024, Mr S applied for a variable cash Individual Savings Account (ISA) with Moneybox which offered a variable interest rate o... (3 pages)View decision -
Decision Reference DRN-5064466
17 Jun 2025 eToro (UK) Ltd UpheldInvestmentsDRN-5064466 The complaint Mr H complains that eToro (UK) Ltd (‘eToro’) didn’t provide him with information relating to a shareholders meeting, including his ability to vote, regarding a shareholding he held on eToro’s platform. What happened Mr H held open positions in AMC Entertainmen... (3 pages)View decision -
Decision Reference DRN-5629276
17 Jun 2025 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-5629276 The complaint Ms J complains about unsuitable advice she says she received from Mr X to move her pension to a self-invested personal pension (SIPP) and then invest via a platform called Cornhill. Ms J says Mr X was representing Future Wealth Management Ltd (FWM) – an appoint... (27 pages)View decision -
Decision Reference DRN-5118471
17 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5118471 The complaint Mr C complains that Bank of Scotland plc trading as Halifax won’t refund the full amount of money he lost to a scam. What happened Mr C complains that from December 2018 he sent four payments to what he thought was legitimate investments. Payment 1 06 December ... (2 pages)View decision
