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 381196 results
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Decision Reference DRN-5137335
31 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5137335 The complaint T complains that Starling Bank Limited unfairly closed its business account. T is represented in bringing this complaint to us by its director, Mr N. What happened T opened an account with Starling Bank in April 2019. In June 2024, Starling Bank contacted Mr N ... (2 pages)View decision -
Decision Reference DRN-5360680
31 Mar 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5360680 The complaint Mr M is unhappy with how Assurant General Insurance Limited has handled a claim he made on his mobile phone insurance. What happened Mr M held mobile phone insurance underwritten by Assurant. Mr M sadly had several mobile phones stolen during a trip abroad, so... (3 pages)View decision -
Decision Reference DRN-4412835
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4412835 Complaint Miss B is unhappy that Revolut Ltd didn’t refund her losses when she told it she’d fallen victim to an investment scam. Background In early 2019, Miss B was contacted by someone claiming to represent an investment firm. She was told they offered the opportunity to ... (3 pages)View decision -
Decision Reference DRN-4998115
31 Mar 2025 Fogwill & Jones Asset Management Ltd Not upheldInvestmentsDRN-4998115 The complaint Mr L complains Fogwill & Jones Asset Management Ltd (“Fogwill”) is at fault for keeping too high a proportion of cash in his portfolio which didn’t align with his risk profile. He says his portfolio underperformed as a result and from the start of 2022 unti... (4 pages)View decision -
Decision Reference DRN-4883560
31 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-4883560 The complaint Mr M complains Tesco Personal Finance Limited trading as Tesco Bank won’t reimburse funds he lost when he fell victim to an investment scam. What happened Our investigator didn’t uphold the complaint because he didn’t think any of the payments looked suspiciou... (2 pages)View decision -
Decision Reference DRN-5417836
31 Mar 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5417836 The complaint Mrs D complains that Scottish Equitable Plc trading as Aegon (Aegon) have mismanaged her pension investments causing large losses. She wants compensation for the losses. Mrs D is assisted in bringing her complaint by an accountant friend, but I will just refer... (3 pages)View decision -
Decision Reference DRN-4863548
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4863548 Complaint Mr R is unhappy that Revolut Ltd didn't refund him after he told it he'd fallen victim to a scam. Background Mr R was contacted on a messaging platform about a job opportunity. He was told that he'd need to complete tasks on a platform maintained by ... (2 pages)View decision -
Decision Reference DRN-5070987
31 Mar 2025 Society of Lloyd's UpheldInsuranceDRN-5070987 The complaint Mr H and Mrs B complain Society of Lloyd’s unfairly declined their structural warranty claims. References to Lloyd’s include, for ease of reading, the underwriter providing the contract of insurance and its agents. Mr H and Mrs B are joint policyholders and co... (10 pages)View decision -
Decision Reference DRN-5009317
31 Mar 2025 Santander UK Plc UpheldConsumer CreditDRN-5009317 The complaint Miss G complains Santander UK Plc lent to her irresponsibly. She’s also unhappy with the level of customer service they provided following her application for the loan. What happened The details of this complaint are well-known to both parties, so I won’t repea... (4 pages)View decision -
Decision Reference DRN-5097744
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5097744 Complaint Ms S is unhappy that Revolut Ltd didn’t refund her losses after she told it she’d fallen victim to an investment scam. Background In late 2023, Ms S came across an advertisement on a social media platform promoting the services of an investment company. Interested... (7 pages)View decision
