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 393318 results
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Decision Reference DRN-5616752
19 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5616752 The complaint Mr A complains that Bank of Scotland plc (trading as Halifax) won’t refund money lost as part of a crypto investment scam. Mr A is being supported in making his complaint by a representative, but for ease, I’ll refer to Mr A throughout this decision. What happe... (4 pages)View decision -
Decision Reference DRN-5393974
19 Aug 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5393974 The complaint Mr W and Mrs W complain that Quilter Financial Services Ltd (‘Quilter’) acted unreasonably when providing them advice regarding their personal protection needs in December 2019. Specifically, they say Quilter’s adviser restricted his recommendation to life ass... (4 pages)View decision -
Decision Reference DRN-5762275
19 Aug 2025 WAHED INVEST LTD UpheldBanking and PaymentsDRN-5762275 The complaint Mr M complains that WAHED INVEST LTD provided unclear information resulting in an unauthorised transaction on his account. What happened In June 2024 Mr M set up a recurring deposit instruction to credit £2,000 per month into his Individual Savings Account (IS... (7 pages)View decision -
Decision Reference DRN-5481353
19 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5481353 The complaint Mr C complains that The Royal Bank of Scotland Plc (RBS) irresponsibly lent to him. Mr C 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... (2 pages)View decision -
Decision Reference DRN-5758924
19 Aug 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5758924 The complaint Ms S complained because Red Sands Insurance Company (Europe) Limited declined her Building Regulations and Contractors Guarantee insurance claim. What happened Ms S claimed for a damaged front door – the surface was bubbling and flaking. Red Sands’s contractor... (3 pages)View decision -
Decision Reference DRN-5753505
19 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5753505 The complaint Mr S complains that Haven Insurance Company Limited wrongly cancelled his ‘black box’ telematics motor insurance policy without notice. Mr S is represented by his father, Mr S2. What happened Mr S’s policy started in January 2024. On 17 October 2024 Haven said... (3 pages)View decision -
Decision Reference DRN-5412304
19 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5412304 The complaint Mr B is unhappy that a van supplied to him under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened In November 2022, Mr B was supplied with a used van through a hire purchase agreement with Black Horse. He paid ... (3 pages)View decision -
Decision Reference DRN-5281977
19 Aug 2025 Wesleyan Assurance Society Not upheldInsuranceDRN-5281977 The complaint Mr F complains about a Whole of Life policy provided by Wesleyan Assurance Society (“Wesleyan”). He is unhappy with Wesleyan’s communications about the policy – at the outset and subsequently – and the amount he has been charged for the cover the policy provide... (7 pages)View decision -
Decision Reference DRN-5613283
19 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5613283 The complaint Mrs G complains that HSBC UK Bank Plc closed her bank accounts. What happened Mrs G had several accounts with HSBC UK Bank Plc. These included two current accounts, a savings account, and a credit card. She also held two joint accounts with a third party. Mrs ... (3 pages)View decision -
Decision Reference DRN-5501411
19 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5501411 The complaint Mr G complains that Barclays Bank UK PLC won’t refund the money he lost as a result of a scam. The complaint is brought on Mr G’s behalf by a professional representative. For ease of reading, I will refer to the actions and comments of the professional represe... (3 pages)View decision