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 374385 results
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Decision Reference DRN-5749416
13 Aug 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5749416 The complaint Mrs B and Mr H as the trustees of the Gift Plan Discretionary Trust (policy number ending 155) (‘the trust’) have complained about the service and information they received from St James’s Place Wealth Management Plc (‘SJPWM’) plus the delays experienced when t... (6 pages)View decision -
Decision Reference DRN-5689868
13 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5689868 The complaint Ms M complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she says was lost as the result of a scam. What happened Ms M saw an advert on a social media site for a company offering investors the ability to invest in artwork. I’ll refer to this compan... (5 pages)View decision -
Decision Reference DRN-5751259
13 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5751259 The complaint On 1 August 2023, Mr W complained about Santander UK Plc’s handling of his current account and overdraft, and says it failed to abide by equality law in its interactions with him. here What happened Mr W said the bank had approached him about a scheme to repay ... (4 pages)View decision -
Decision Reference DRN-5389339
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5389339 The complaint Miss M is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss M fell victim to a cruel impersonation scam. On 14 December 2024, she received calls from scammers, claiming to be from the frau... (3 pages)View decision -
Decision Reference DRN-5647154
13 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5647154 The complaint Mr K complains that Vanquis Bank Limited won’t refund to him the money that he paid for some car repairs. What happened Mr K says that the engine management warning light came on in his car in September 2023 and a recovery service took him to a nearby garage wh... (3 pages)View decision -
Decision Reference DRN-5749922
13 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5749922 The complaint Mr L complains that Revolut Ltd (‘Revolut’) won’t refund the payments he made as part of a scam. What happened On 25 October 2023, Mr L received a text about a missed delivery. The text included a link for Mr L to click to rearrange delivery. Mr L was asked to... (6 pages)View decision -
Decision Reference DRN-5369752
12 Aug 2025 WESTFIELD CONTRIBUTORY HEALTH SCHEME LIMITED Not upheldInsuranceDRN-5369752 The complaint Mr J complains that Westfield Contributory Health Scheme Limited trading as Westfield Health has refused a claim he made under his Westfield Employee Purchased Health Plan. To resolve his complaint, he wants the claim to be paid and an apology from Westfield. ... (3 pages)View decision -
Decision Reference DRN-5722090
12 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5722090 The complaint Mr V complains that Aviva Insurance Limited (‘Aviva’) has acted unreasonably when applying the fee schedule set out in his private medical insurance policy. This meant Aviva has not covered the full costs of his medical consultations and treatment. What happene... (3 pages)View decision -
Decision Reference DRN-5693211
12 Aug 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5693211 The complaint Mr C, through his representative, complains that Go Car Credit Limited (“GCC”) lent to him irresponsibly by approving a finance agreement for credit to purchase a vehicle which Mr C says he could not afford. What happened Mr C signed a Hire Purchase agreement (... (3 pages)View decision -
Decision Reference DRN-5457833
12 Aug 2025 Wesleyan Financial Services Ltd Not upheldPensions and AnnuitiesDRN-5457833 The complaint Mr K complains about the advice he said he received from Wesleyan Financial Services Limited (Wesleyan) to not cash in his investments following his concerns about investment performance. What happened In 2021 Mr K was advised by Wesleyan to switch his Wesleya... (4 pages)View decision
