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 375868 results
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Decision Reference DRN-5175159
21 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5175159 The complaint Mr E complains that Hargreaves Lansdown Asset Management Limited (“HL”) hasn’t treated a payment he received into his pension as compensation. He says this means he’s lost out on the ability to claim tax relief on the payment. What happened Mr E holds a SIPP wi... (3 pages)View decision -
Decision Reference DRN-5283870
21 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5283870 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (5 pages)View decision -
Decision Reference DRN-5359835
21 Mar 2025 Unum Ltd UpheldInsuranceDRN-5359835 The complaint Mr G has complained that Unum Ltd (‘Unum’) provided incorrect information relating to his benefit amount. What happened Mr G has an income protection policy, underwritten by Unum, which has been in payment for a number of years. Mr G says he based his decision ... (2 pages)View decision -
Decision Reference DRN-5366372
21 Mar 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5366372 The complaint Mr and Mrs C complain that HSBC Life (UK) Limited hasn’t settled a terminal illness benefit claim they made on an HSBC Life Protection insurance policy. They’re also unhappy with HSBC’s handling of their claim. What happened The background to this complaint is ... (5 pages)View decision -
Decision Reference DRN-5354494
21 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5354494 The complaint Miss S complains through a representative that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) gave her a loan without carrying out the correct checks. Had it made better checks it would’ve seen the agreement wasn’t affordable. What happened In July ... (6 pages)View decision -
Decision Reference DRN-5370289
21 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5370289 The complaint Mr M complains about the service he receives from Capital One (Europe) plc when he contacts it about his credit card account. What happened Mr M has had three credit card accounts with Capital One – he says two are closed and one remains open. He says he calle... (2 pages)View decision -
Decision Reference DRN-5416826
21 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5416826 The complaint Mr H and Mrs H have complained that U K Insurance Limited trading as Privilege Insurance (UKI) unfairly declined to carry out trace and access under their home insurance policy. As Mr H mainly seemed to deal with the claim and complaint, for ease, I will norma... (5 pages)View decision -
Decision Reference DRN-5366363
21 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5366363 The complaint Mr W complains that Lloyds Bank PLC (“Lloyds”) cancelled the wrong card when he reported his debit card as stolen. Mr W believes this left him open to security risks because of its negligence and wants significant compensation for this. What happened Mr W calle... (2 pages)View decision -
Decision Reference DRN-5331543
21 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5331543 The complaint Mr and Mrs B complain that Accredited Insurance (Europe) Ltd’s (“Accredited”) attempt to dry her property after a leak impacted on her health, under her home buildings insurance policy. I’ll refer to Mrs B in my decision for ease. What happened Mrs B made a cla... (3 pages)View decision -
Decision Reference DRN-5369923
21 Mar 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5369923 The complaint Miss M complains that Loans 2 Go Limited (“L2G”) acted irresponsibly when it lent to her. Miss M says she couldn’t afford the loans and they shouldn’t have been lent. What happened L2G lent Miss M three loans between August 2022 and July 2024. The details of t... (3 pages)View decision
