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 382298 results
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Decision Reference DRN-5195713
31 Mar 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5195713 The complaint Mr S complains he was given unsuitable advice by St James’s Place Wealth Management Plc to transfer his two personal pensions to a retirement account and into investments he says were too high risk. Mr S is represented in this complaint by a claims management ... (6 pages)View decision -
Decision Reference DRN-5288769
31 Mar 2025 Evelyn Partners Financial Planning Limited UpheldPensions and AnnuitiesDRN-5288769 The complaint Mr T complains that Evelyn Partners Financial Planning Limited failed to provide him with financial advice in a timely manner and he’s suffered financial loss as a result. What happened Mr T had a Product and Investment Review Service (PIRS) agreement with Eve... (7 pages)View decision -
Decision Reference DRN-5434759
31 Mar 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5434759 The complaint Miss B complains through a representative complains that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. What happened Miss B was granted a running credit facility in February 20... (4 pages)View decision -
Decision Reference DRN-5424805
31 Mar 2025 Chubb European Group SE UpheldInsuranceDRN-5424805 The complaint Mrs R and Mr R have complained that Chubb European Group SE have declined their travel insurance claim for pre-booked accommodation. What happened Mrs R and Mr R were due to depart on holiday in July 2024. Unfortunately, an IT outage closed their destination ... (3 pages)View decision -
Decision Reference DRN-5441604
31 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5441604 The complaint Mr H is complaining about TSB Bank Plc’s (TSB) response to his complaint about interest charged on his outstanding credit card balance. What happened In March 2024, TSB let Mr H know that it was going to close his bank accounts. Mr H was unhappy with this and ... (3 pages)View decision -
Decision Reference DRN-5426825
31 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5426825 The complaint Mr A is unhappy that Bank of Scotland plc (trading as Halifax) won’t refund transactions made to three investment firms – I’ll refer to as ‘B’, ‘E’ and ‘AT’. What happened Mr A made transactions to investment companies specialising in Contracts for Differences ... (3 pages)View decision -
Decision Reference DRN-5373632
31 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5373632 The complaint Mr G complains that Shop Direct Finance Company Limited trading as very (SDFCL) was irresponsible in its lending to him. He wants all interest and charges paid on his account refunded along with statutory interest. Mr G is represented by a third party but for e... (4 pages)View decision -
Decision Reference DRN-5363879
31 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5363879 The complaint Mr D, trading as a business I will refer to as G, complains about the decision of Aviva Insurance Limited not to add his son, who I will refer to as Mr R, to his commercial motor insurance policy. What happened The parties are aware of the circumstances leading... (3 pages)View decision -
Decision Reference DRN-5366277
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5366277 The complaint Mr B complains that Revolut Ltd has declined to reimburse payments he made as part of a scam. What happened The facts are well-known to both parties and aren’t in dispute, so I’ll summarise them briefly. Mr B was contacted by a scammer who persuaded him that th... (3 pages)View decision -
Decision Reference DRN-5347219
31 Mar 2025 Chubb European Group SE UpheldInsuranceDRN-5347219 The complaint A limited company, which I will refer to as P, complains about the handling and settlement of its commercial insurance claim by Chubb European Group SE. What happened Both parties are aware of the circumstances leading to this point, so the following is intende... (5 pages)View decision
