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 392389 results
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Decision Reference DRN-5783851
29 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5783851 The complaint Mrs D complains, with the help of a professional third party, about the advice and service she has received from St. James's Place Wealth Management Plc (‘SJP’). Mrs D says the advice she received to switch pension providers and set up an investment ISA wa... (9 pages)View decision -
Decision Reference DRN-5573125
29 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5573125 The complaint Mr D, through his representative, complains that Black Horse Limited lent to him irresponsibly when it approved two agreements to finance vehicle purchases in 2017 and 2019. What happened Mr D took two car finance agreements with Black Horse and here is a brief... (4 pages)View decision -
Decision Reference DRN-5234178
29 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5234178 The complaint Mr and Miss N complain that Royal Bank of Scotland plc (RBS) didn’t notify them that their platinum account didn’t pay interest. What happened Mr and Miss N had a platinum account with RBS. This RBS account - a packaged bank account - had been open since 2006 an... (6 pages)View decision -
Decision Reference DRN-5784446
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5784446 The complaint Miss B has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) started charging her a monthly fee for a Select Platinum packaged account. Miss B is unhappy with this because, when she left NatWest, she says she was told she’d get the S... (4 pages)View decision -
Decision Reference DRN-5775740
29 Aug 2025 Millennium Insurance Company Limited UpheldInsuranceDRN-5775740 The complaint Mr S has complained about the service provided by Millenium Insurance Company Limited (‘Millenium’) in relation to his boiler under his home emergency insurance policy. For the avoidance of doubt, the term ‘Millenium’ includes its agents and representatives for... (5 pages)View decision -
Decision Reference DRN-5330394
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5330394 The complaint Mr C complains that HSBC UK Bank Plc won’t refund money he said he lost to a scam. What happened In summary, In July and August 2024 Mr C made payments of approximately £3,132.42 towards what he thought was a legitimate cryptocurrency investment. He said he was... (2 pages)View decision -
Decision Reference DRN-5784441
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5784441 The complaint Mrs C complains Lloyds Bank Plc acted unfairly by not refunding a payment she made using her debit card. What happened In June 2024 Mrs C placed an order for a bathroom suite from a company I’ll refer to as B. She paid a total of £11,080 for a shower, vanity un... (4 pages)View decision -
Decision Reference DRN-5720883
29 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5720883 The complaint Mr A complains that Royal & Sun Alliance Insurance Limited (“RSA”) trading as More Th>n declined a claim on his legal expenses insurance policy. Where I refer to RSA, this includes its agents and claims handlers acting on its behalf. What happened Mr A t... (2 pages)View decision -
Decision Reference DRN-5030456
29 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5030456 The complaint Mr O has complained that Lloyds Bank PLC won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think the company Mr O sent the money to was operating as scam at the time the payments were ... (2 pages)View decision -
Decision Reference DRN-5783746
29 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5783746 The complaint Ms R complains about how Fortegra Europe Insurance Company Ltd dealt with and settled a claim she made for damage to her sofa. What happened The background to this complaint and my initial conclusions were set out in my provisional decision dated 21 July 2025 ... (7 pages)View decision