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 375868 results
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Decision Reference DRN-5682845
26 Aug 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5682845 The complaint Mr S has complained about his HomeCare insurance product provider, British Gas Insurance Limited (BGI) as he feels he was provided poor service when discussing his policy needs, with BGI’s administrator, which caused him distress and inconvenience. It’s import... (2 pages)View decision -
Decision Reference DRN-5400937
26 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5400937 The complaint Miss H has complained that Hargreaves Lansdown Asset Management Limited (HLAM) did not make her aware that when taking a lump sum from her pension she would incur a tax charge from His Majesty’s Revenue and Customs (HMRC), causing her a financial loss. She woul... (4 pages)View decision -
Decision Reference DRN-5645949
26 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5645949 The complaint Mrs R complains that Liverpool Victoria Insurance Company Limited (‘LV) voided her home insurance policy and didn’t pay her subsidence claim. Mrs R has been represented by a family member during this complaint. But for ease of reading, any reference to ‘Mrs R’... (5 pages)View decision -
Decision Reference DRN-5776382
26 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5776382 The complaint Mrs V complains that AWP P&C S.A. declined her travel insurance claim. My references to AWP include its agents. What happened Mrs V went on a group trekking holiday abroad. She’d taken out ‘Standard’ level single travel insurance for the trip and several op... (4 pages)View decision -
Decision Reference DRN-5506180
26 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5506180 The complaint Mrs M complains that NewDay Ltd trading as Pulse irresponsibly lent to her. Mrs M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs M ... (3 pages)View decision -
Decision Reference DRN-5231012
26 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5231012 The complaint Mr O is unhappy Revolut Ltd (Revolut) won’t refund transactions on his account which he says he didn’t authorise. What happened On 31 August 2024, Mr O logged onto his Revolut app to discover a number of transactions totalling £1076 to a merchant he did not re... (3 pages)View decision -
Decision Reference DRN-5246897
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5246897 The complaint Miss I complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to a scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Miss I says she was searching for flights online and came into cont... (3 pages)View decision -
Decision Reference DRN-5680302
26 Aug 2025 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5680302 The complaint Mr C complains about poor level of service provided by Interactive Investor Services Limited in the process of taking tax-free cash from his self-invested personal pension (SIPP) to buy a property. What happened One of our investigators sent Mr C and Interactiv... (4 pages)View decision -
Decision Reference DRN-5591856
26 Aug 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5591856 The complaint Mr M complains that Home Retail Group Card Services Limited trading as Argos Financial Services have irresponsibly lent to him. Mr M is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission ... (2 pages)View decision -
Decision Reference DRN-5563405
26 Aug 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5563405 The complaint Ms M complains about errors with the valuation instructed by HSBC UK Bank Plc when she took out a mortgage to buy a property. Ms M asks for a regulatory review into HSBC’s handling of her complaint, a determination that her mortgage is null and void due to the ... (4 pages)View decision
