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-4881816
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4881816 The complaint Mr Z is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on Mr Z’s behalf by a professional representative, but I’ll mostly refer to Mr Z here. What happened Both parties are familiar with the... (3 pages)View decision -
Decision Reference DRN-5220057
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5220057 The complaint Mr C is unhappy that Revolut Ltd won’t refund money he lost to an investment scam. Mr C is supported in making his complaint by a representative, but for ease, I’ll only refer to Mr C in this decision. What happened Mr C says that in November 2022 he saw an adv... (11 pages)View decision -
Decision Reference DRN-5391348
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5391348 The complaint Mr C complains that Nationwide Building Society, without his consent, merged his two customer profiles into one and won't let him revert to the previous profile number. What happened In September 2024, already being an account holder with Nationwide, Mr C ... (2 pages)View decision -
Decision Reference DRN-5300210
28 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5300210 The complaint Mrs H says Bank of Scotland plc, trading as “Halifax”, gave her an incorrect amount when she made a cash withdrawal of £2,000 in branch. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, M... (2 pages)View decision -
Decision Reference DRN-5399819
28 Mar 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5399819 The complaint Mr and Mrs B complain about the settlement offered by Lloyds Bank General Insurance Limited under their buildings insurance claim. Any reference to Lloyds Bank includes the actions of its agents. What happened Mr and Mrs B hold buildings insurance cover with ... (6 pages)View decision -
Decision Reference DRN-5438830
28 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5438830 The complaint Mr M had a self-invested personal pension (“SIPP”) with London & Colonial now called Pathlines Pensions UK Limited (“L&C”). The investments made in the SIPP have failed causing Mr M to suffer losses. Mr M says L&C is responsible for those losses be... (25 pages)View decision -
Decision Reference DRN-5226715
28 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5226715 The complaint Miss H has complained that she was given incorrect information by HSBC UK Bank Plc (“HSBC”), when she wanted to transfer money held in a Help to Buy ISA into a Cash ISA. What happened In February 2024, Miss H contacted HSBC as she wanted to transfer the balanc... (5 pages)View decision -
Decision Reference DRN-5434526
28 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5434526 The complaint Mr O has complained that Great Lakes Insurance UK Limited declined a claim he made on a travel insurance policy. Mr O is the sole policyholder. He’s been represented in making this complaint by his mother. However, for ease, I will just be referring to Mr O in... (2 pages)View decision -
Decision Reference DRN-5422505
28 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5422505 The complaint Mr and Mrs L complain that Fairmead Insurance Limited (“Fairmead”) unfairly declined cover following the theft of a gold bar and silver block, under their home contents insurance policy. What happened Mr and Mrs L’s home was burgled. They contacted Fairmead to... (3 pages)View decision -
Decision Reference DRN-5358191
28 Mar 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5358191 The complaint Mrs M is unhappy with how Scottish Widows Limited (SWL) handled her request to take a lump sum withdrawal from her pension. Mrs M said she wanted to take a partial encashment, but the full tax-free cash amount was processed and paid instead. She feels this has ... (3 pages)View decision
