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 369227 results
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Decision Reference DRN-5441425
30 Jun 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5441425 The complaint The estate of Miss L (the estate) complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) are refusing to honour a reduced settlement they sent to the late Miss L prior to her passing. What happened The late Miss... (2 pages)View decision -
Decision Reference DRN-5603795
30 Jun 2025 Handelsbanken plc Not upheldMortgagesDRN-5603795 The complaint Mrs H complains Handelsbanken plc trading as Handelsbanken had carried out a credit search without her permission. She didn’t accept that this was just because of arrears on the mortgage. She wanted us to look into wider issues about her treatment, and reposses... (3 pages)View decision -
Decision Reference DRN-5038739
30 Jun 2025 Curve UK Limited Not upheldBanking and PaymentsDRN-5038739 The complaint Mr K complains that Curve UK Limited (Curve) processed a payment that he had not authorised. What happened Mr K who has an account with Curve, complains that it covered a payment which he had blocked with his underlying card issuer, meaning it debited his acco... (3 pages)View decision -
Decision Reference DRN-5575966
30 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5575966 The complaint Mr C complains about how Admiral Insurance (Gibraltar) Limited (Admiral) handled a claim under his motor insurance policy for damage to his vehicle in an accident. He says additional damage was caused to his vehicle while in the possession of Admiral’s approved... (4 pages)View decision -
Decision Reference DRN-5601420
30 Jun 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5601420 The complaint Mr B complains about the advice given by HARBOUR ROCK CAPITAL LIMITED trading as Pension Access (Pension Access) to transfer the benefits from his defined-benefit (‘DB’) Occupational Pension Scheme (OPS) to a Self-Invested Personal Pension (‘SIPP’). He says the... (6 pages)View decision -
Decision Reference DRN-5635809
30 Jun 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5635809 The complaint Miss G complains that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim under her pet insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the ke... (3 pages)View decision -
Decision Reference DRN-4944465
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4944465 The complaint Miss L complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what happened ... (2 pages)View decision -
Decision Reference DRN-5293576
30 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5293576 The complaint Miss K complains Lloyds Bank PLC didn’t do enough to help get a refund for transactions made on her debit card. What happened In April 2024, Miss K made two orders online to a company I’ll call “B”, paying via her Lloyds debit card. Miss K says the goods never... (4 pages)View decision -
Decision Reference DRN-5657705
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5657705 The complaint Ms H complains that Halifax didn’t agree to pay for new windows and doors as a result of claim made through Section 75 of the Consumer Credit Act 1974 (Section 75). What happened In 2020 Ms H paid a deposit using her credit card with Halifax, for new windows an... (4 pages)View decision -
Decision Reference DRN-5384117
30 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5384117 The complaint Mr P complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (33 pages)View decision
