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 400695 results
-
Decision Reference DRN-5622992
5 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5622992 The complaint Mr and Mrs D complain about the way Admiral Insurance (Gibraltar) Limited handled the claim they made under their home emergency insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events... (2 pages)View decision -
Decision Reference DRN-5825497
5 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5825497 The complaint Mrs H complains TSB Bank plc won’t refund the money she lost to what she believes was an investment scam. In bringing this complaint Mrs H is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this complain... (6 pages)View decision -
Decision Reference DRN-5868277
5 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5868277 The complaint Miss M complains about how Bank of Scotland plc trading as Halifax dealt with a Direct Debit dispute. What happened Miss M says her energy provider, a business I will call “S”, took £2,000 from her Halifax account via a direct debit in May 2025. She says an ind... (2 pages)View decision -
Decision Reference DRN-5825247
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5825247 The complaint Mrs H complains Lloyds Bank PLC won’t refund the money she lost to what she believes was an investment scam. In bringing this complaint Mrs H is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this compl... (6 pages)View decision -
Decision Reference DRN-5657442
5 Nov 2025 Bank of London and The Middle East plc Not upheldBanking and PaymentsDRN-5657442 The complaint Mr M complains that Bank of London and The Middle East plc (“Nomo”) restricted and then closed his accounts without notice and without telling him why. What happened In March 2025 Nomo contacted Mr M to ask him about some payments which he had received. He expl... (2 pages)View decision -
Decision Reference DRN-5621224
5 Nov 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldMortgagesDRN-5621224 The complaint Mr and Mrs B complain about the way THE CO-OPERATIVE BANK P.L.C. treated their request for a mortgage redemption statement. What happened Mr and Mrs B had a mortgage with the Co-op bank. In mid-2024 they were moving home and looking to redeem their mortgage wit... (3 pages)View decision -
Decision Reference DRN-5639425
5 Nov 2025 True Potential Wealth Management LLP Not upheldInvestmentsDRN-5639425 The complaint Mrs P and Mrs S as trustees of the S Trust complain about True Potential Wealth Management LLP (TPWM). The trustees said TPWM should have provided them with advice about capital gains tax before they gave an instruction to withdraw the investment and create a t... (3 pages)View decision -
Decision Reference DRN-5794743
5 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5794743 The complaint Mr A has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under his home insurance policy. What happened Mr A contacted Accredited to make a claim for storm damage. Accredited assessed the claim and declined it. It sai... (3 pages)View decision -
Decision Reference DRN-5732991
5 Nov 2025 Wakam Not upheldInsuranceDRN-5732991 The complaint Miss L complains about the price Wakam charged for her pet insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: • In 2020, Miss L took out a pet insurance policy for her dog, underwritten by Wakam. It was sol... (2 pages)View decision -
Decision Reference DRN-5871764
5 Nov 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5871764 The complaint Mr M complains about how Phoenix Life Limited trading as Standard Life (“Standard Life”) has administered his pension savings. In particular he complains about delays in the application of a one-off contribution, an unexplained fall in the value of his pension ... (4 pages)View decision