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 376696 results
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Decision Reference DRN-5432995
28 Mar 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5432995 The complaint Mr D is unhappy that Scottish Widows Ltd (“SW”) provided him with incorrect information, preventing him from increasing his monthly pension contributions to a pension policy he held with them. What happened In 1999, Mr D took out a pension with Lloyds Bank (lat... (5 pages)View decision -
Decision Reference DRN-5381795
28 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5381795 The complaint Mr G has complained about the fact that his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) declined his claim after his car was stolen. What happened Mr G made a claim under his motor insurance policy with Admiral after his car was stolen whi... (4 pages)View decision -
Decision Reference DRN-4986083
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4986083 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-5415003
28 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415003 The complaint Mr V holds/held an account with Monzo Bank Ltd (“Monzo”). Mr V’s complaint is about Monzo’s refusal to reimburse him money he says he lost due to a scam. Mr V is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr V so... (5 pages)View decision -
Decision Reference DRN-5291905
28 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5291905 The complaint Mr M has complained about the value of his Standard Life pension (now part of Phoenix Life Limited) which he states has fallen dramatically since 2022. Mr M has also complained about a lack of ongoing reviews which he believes should have been provided. What ha... (4 pages)View decision -
Decision Reference DRN-5135588
28 Mar 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5135588 The complaint Miss W complains that the car she acquired financed through a hire purchase agreement with Secure Trust Bank Plc, trading as V12 Vehicle Finance (“V12”), wasn't of satisfactory quality. What happened On 21 May 2023 Miss W acquired a used car financed throu... (5 pages)View decision -
Decision Reference DRN-5371922
28 Mar 2025 MoneyGram International Limited UpheldBanking and PaymentsDRN-5371922 The complaint Mr N complains MoneyGram International Limited (“MoneyGram”) closed his account after informing it that he’d fallen victim to a scam when sending a payment using its service. Mr N says the loss of using MoneyGram’s service is significant for him as it allows hi... (2 pages)View decision -
Decision Reference DRN-5438292
28 Mar 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5438292 The complaint Mrs A’s complaint is that Mitsubishi HC Capital UK Plc trading as Hitachi Capital (“Hitachi”) acted unfairly and unreasonably by participating in an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (“CCA”) and deciding agai... (10 pages)View decision -
Decision Reference DRN-4996987
28 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4996987 The complaint Mr V complains that Santander UK Plc (Santander) won’t refund money he lost in an investment scam. What happened What Mr V says: Mr V says he was invited to join an investment opportunity by a couple he’d met at a business networking event. He hadn’t previously... (5 pages)View decision -
Decision Reference DRN-5390679
28 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5390679 The complaint Ms C is unhappy with Clydesdale Bank trading as Virgin Money. Ms C said Virgin Money continually failed to provide tax certificates despite repeated attempts by Ms C to get this resolved. What happened Ms C said she was constantly told that her tax certificate... (2 pages)View decision
