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
-
Decision Reference DRN-5729518
21 Aug 2025 First Central Underwriting Limited UpheldInsuranceDRN-5729518 The complaint Mr B complains First Central Underwriting Limited (First Central) caused delays to the repairs to his car and didn’t provide adequate updates on the progress of the repairs. First Central are the underwriters of this policy i.e. the insurer. Part of this compl... (2 pages)View decision -
Decision Reference DRN-5745847
21 Aug 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5745847 The complaint Mrs T complains The Royal Bank of Scotland Plc (“RBS”) won’t refund transactions made from her current account which she says she didn’t make or authorise. What happened Mrs T is disputing a total of 55 transactions between November 2023 and April 2024. These ... (5 pages)View decision -
Decision Reference DRN-5766254
21 Aug 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5766254 The complaint Mr J complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as Moneyway, wasn’t of satisfactory quality. What happened A used car was supplied to Mr J under a hire purchase agreement with Moneyway that ... (3 pages)View decision -
Decision Reference DRN-5634162
21 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5634162 The complaint Mrs D complains Clydesdale Bank Plc, trading as Virgin Money (hereinafter “Virgin”) unfairly closed her account and refused to tell her why. What happened Mrs D was a longstanding customer of Virgin and held a current account. She also held a savings account. I... (2 pages)View decision -
Decision Reference DRN-5739280
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5739280 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr M is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (10 pages)View decision -
Decision Reference DRN-5677228
21 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5677228 The complaint Mrs F complains about Liverpool Victoria Insurance Company Limited (LV) recording a claim against her under her motor insurance policy. Mrs F says she was not involved with the alleged incident that led to a third-party claim, which LV settled. References to L... (4 pages)View decision -
Decision Reference DRN-5648797
21 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5648797 The complaint Mr G complains about how U K Insurance Limited trading as Churchill (Churchill) dealt with a claim for damage to his vehicle in an accident. He’s unhappy at the provision of a hire car while his vehicle was in for repair and with the quality of repairs to his v... (5 pages)View decision -
Decision Reference DRN-5654364
21 Aug 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5654364 The complaint Mr K complains that Aviva Life & Pensions UK Limited didn’t do enough to make alternative arrangements to pay an annuity payment to him after his bank closed his account. He says he suffered hardship as a result of the delayed payment. What happened Mr K wa... (6 pages)View decision -
Decision Reference DRN-5714316
21 Aug 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5714316 The complaint Mrs H, represented by her daughter, Ms P, complains she was misadvised by St. James's Place Wealth Management Plc trading as St. James's Place (“SJP”) regarding a property protection trust. What happened Mrs H was advised to place her residential prop... (3 pages)View decision -
Decision Reference DRN-5574169
21 Aug 2025 Sesame Limited UpheldPensions and AnnuitiesDRN-5574169 The complaint Mr N complains that the advice Sesame Limited gave him to transfer his defined pension benefits from his former occupational pension scheme (OPS) to a personal pension arrangement wasn’t in his best interests. What happened Mr N’s complaint was considered by on... (3 pages)View decision