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-5628661
11 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5628661 The complaint Mr H complains Bank of Scotland plc trading as Halifax won’t refund a transaction that debited his credit card account which he says he did not make or authorise. What happened On 16 January 2025, Mr H reported a transaction to an online retailer that had take... (3 pages)View decision -
Decision Reference DRN-5649026
11 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5649026 The complaint Mrs R is unhappy about how Phoenix Life Limited has distributed death benefits from her husband’s pension. What happened Mrs R’s husband (Mr S) passed away in January 2023. In April 2023 Phoenix Life sent Mrs R a death benefit claim form and asked for supportin... (3 pages)View decision -
Decision Reference DRN-5548920
11 Aug 2025 EFG Private Bank Limited Not upheldPensions and AnnuitiesDRN-5548920 The complaint Mr S complains that investments made by EFG Private Bank Limited trading as EFG Harris Allday (“EFG”) in his SIPP were too high risk and incompatible with his risk profile. He believes EFG failed to act with appropriate due care and reduce the portfolio’s risk ... (7 pages)View decision -
Decision Reference DRN-5569140
11 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5569140 The complaint Mr H complains that Capital One (Europe) Plc (Capital One) acted unfairly in agreeing to lend to him. In bringing his complaint Mr H is represented by a third party. For ease of reading, I will only refer to Mr H in my decision. What happened In July 2019 Mr H ... (3 pages)View decision -
Decision Reference DRN-5267489
11 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5267489 The complaint Mr S complains that Lloyds Bank PLC (‘Lloyds’) as the receiving bank, could’ve prevented the loss he suffered as the result of a scam. What happened In 2021, Mr S was looking for investment opportunities. He received a call about buying artwork as an investmen... (3 pages)View decision -
Decision Reference DRN-5747385
11 Aug 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5747385 The complaint Mr G has complained that Assurant General Insurance Limited unfairly refused to accept his claim for a lost or stolen mobile phone under his mobile phone insurance policy supplied via his bank account. References to Assurant include all its agents. What happe... (4 pages)View decision -
Decision Reference DRN-5747148
11 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5747148 The complaint Miss H has complained that Admiral Insurance (Gibraltar) Limited has declared the cover for her partner under her car insurance policy null and void and declined her claim. What happened Miss H insured a car belonging to her partner, who I’ll refer to as Mr A,... (3 pages)View decision -
Decision Reference DRN-5719356
11 Aug 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5719356 The complaint Mr T is unhappy with the service he received from British Gas Insurance Limited (“British Gas”) under his home emergency service. What happened Mr T raised a claim when he had an electrical fault within his home. An engineer visited and after inspecting the ele... (2 pages)View decision -
Decision Reference DRN-5746013
11 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5746013 The complaint Mr T complains Vanquis Bank Limited are unfairly holding him responsible for a credit card account which he says was opened by someone else without his knowledge or consent. Mr T is represented in this complaint by Mrs T. What happened In September 2022, a Va... (4 pages)View decision -
Decision Reference DRN-5672729
11 Aug 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5672729 The complaint Miss B complains about how Mulsanne Insurance Company Limited handled and settled a claim made against her motor insurance policy by another driver. What happened Another driver said Miss B had collided with their car. But Miss B said no collision had taken pl... (3 pages)View decision
