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 383377 results
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Decision Reference DRN-5110281
8 Apr 2025 Vitality Life Limited Not upheldInsuranceDRN-5110281 The complaint Mrs C and Mr C have complained that Vitality Life Limited declined a claim they made under their Vitality Life Plan. What happened Mrs C and Mr C took out a Vitality Life Plan through an independent financial adviser in 2015. This provided life and serious illn... (2 pages)View decision -
Decision Reference DRN-5192324
8 Apr 2025 Topaz Finance Limited Not upheldMortgagesDRN-5192324 The complaint Mr K and Mrs B complain about the way Topaz Finance Limited trading as Hessonite Mortgages has administered their buy-to-let mortgages. They’ve raised the following specific complaint points: The previous lender sold six of their buy-to-let properties unfairl... (7 pages)View decision -
Decision Reference DRN-5448978
8 Apr 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5448978 The complaint Mr L complains about the value Tesco Underwriting Limited (Tesco) placed on his car after he made a claim on his motor insurance policy. What happened In August 2024 Mr L’s car was stolen, so he contacted Tesco to claim on his motor insurance policy. Tesco val... (3 pages)View decision -
Decision Reference DRN-4759474
8 Apr 2025 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-4759474 The complaint Mr N complains that Al Rayan Bank PLC (‘Al Rayan’) won’t reimburse the funds he lost when he says he was the victim of two scams. What happened Mr N says that between 1 May 2020 and 25 April 2022 he made multiple payments adding up to over £268,000 to a compan... (2 pages)View decision -
Decision Reference DRN-5038071
8 Apr 2025 Brian Mole Independent Financial Advisers Limited Not upheldPensions and AnnuitiesDRN-5038071 The complaint Mrs B says Brian Mole Independent Financial Advisers Limited (‘Brian Mole’) gave her unsuitable advice for her pension and Individual Savings Account (‘ISA’) in 2021, leading to a total financial loss of around £55,000. She also refers to the poor performance o... (10 pages)View decision -
Decision Reference DRN-5055747
8 Apr 2025 Topaz Finance Limited Not upheldMortgagesDRN-5055747 The complaint Mr K and Mrs B complain about the way Topaz Finance Limited trading as Hyalite Mortgages has administered their buy-to-let mortgages. They’ve raised the following specific complaint points: The previous lender sold six of their buy-to-let properties unfairly ... (6 pages)View decision -
Decision Reference DRN-5162514
8 Apr 2025 First Response Finance Ltd UpheldConsumer CreditDRN-5162514 The complaint Mr S is unhappy that a bike supplied to him under a hire purchase agreement with First Response Finance Ltd was of an unsatisfactory quality. He’s also unhappy with the amount he owes following a voluntary termination (‘VT’) of this agreement. What happened Fi... (4 pages)View decision -
Decision Reference DRN-5233005
8 Apr 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5233005 The complaint Mr R has complained that J. P. Morgan Europe Limited (trading as “Chase”) failed to notify him when unusual activity was detected on his account. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here.... (3 pages)View decision -
Decision Reference DRN-4999642
8 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4999642 The complaint Mr W complained Revolut Ltd didn’t do enough to protect him when he lost money to an impersonation scam. In bringing this complaint Mr W has been supported by a professional representative, but for ease I’ll only refer to Mr W in this decision. What happened ... (7 pages)View decision -
Decision Reference DRN-5416751
8 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5416751 The complaint Mr S is unhappy that Wise Payments Limited won’t refund payments he made as a result of an investment scam. What happened Mr S was the victim of an investment scam involving the following payments from his Wise account, which he opened on 3 November 2023: Date ... (3 pages)View decision
