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 370903 results
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Decision Reference DRN-5439099
1 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5439099 The complaint Mr R complains about the repairs Aviva Insurance Limited (Aviva) carried out on his vehicle after he submitted a claim under his motor insurance policy. Mr R is being represented in this complaint, but as he is the policyholder, and for ease, I’ve referred to h... (3 pages)View decision -
Decision Reference DRN-5660436
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5660436 The complaint A limited company, D, complains that Revolut Ltd (as the recipient bank) didn’t do enough to prevent the loss it suffered when its director fell victim to a safe account scam. The complaint has been brought by D’s director, Miss B. For ease of reading, I’ll mo... (3 pages)View decision -
Decision Reference DRN-5527923
1 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5527923 The complaint A limited company, D, complains that Starling Bank Ltd didn’t do enough to prevent them falling victim to a safe account scam. The complaint has been brought by D’s director, Miss B. For ease of reading, I’ll mostly refer to Miss B herself throughout, where I ... (7 pages)View decision -
Decision Reference DRN-5584984
1 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5584984 The complaint Mr B is unhappy that Nationwide Building Society asked him to provide several pieces of personal information, including proof of residency, and that Nationwide have said that they will restrict his accounts with them if he does not. What happened Mr B raised a ... (2 pages)View decision -
Decision Reference DRN-5348853
1 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5348853 The complaint Miss B complains that Starling Bank Limited didn’t do enough to prevent her falling victim to a safe account scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ... (7 pages)View decision -
Decision Reference DRN-5222156
1 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5222156 The complaint Mr and Mrs C complain that HSBC UK Bank Plc didn’t do enough to protect them when they made payments to a property investment opportunity that they now consider was a scam. In bringing their complaint to this service Mr and Mrs C are represented, but for ease ... (4 pages)View decision -
Decision Reference DRN-5659426
1 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5659426 The complaint A company, which I’ll refer to as G, complains that Revolut Ltd won’t reimburse it after it lost money to an impersonation scam. Ms B, who is the director of G, brings the complaint on G’s behalf. For ease of reading, I’ll refer to all submissions as being made... (10 pages)View decision -
Decision Reference DRN-5653784
1 Jul 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5653784 The complaint Mr T has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C”) now Pathlines Pensions UK Limited. Mr T says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate inves... (39 pages)View decision -
Decision Reference DRN-5630870
1 Jul 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5630870 The complaint Mrs A and Mr A complain that Tesco Underwriting Limited (“Tesco”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, first registered in 2023. Its price was over £8... (7 pages)View decision -
Decision Reference DRN-5188031
1 Jul 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5188031 The complaint Mr T complains Interactive Investor Services Limited didn’t tell him in time about a retail offer for shares he held in his execution only share dealing account. What happened Mr T became aware of a retail offer inviting him to participate in a new issue of sha... (3 pages)View decision
