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 392389 results
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Decision Reference DRN-5728032
31 Jul 2025 QIC Europe Ltd Not upheldInsuranceDRN-5728032 The complaint Mr R complains that QIC Europe Ltd has caused avoidable delays with the handling of his claim for subsidence. Mr R doesn’t think QIC has been clear on the level of work required and has failed to identify the cause of the subsidence with it unreasonably needing... (5 pages)View decision -
Decision Reference DRN-5194248
31 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5194248 The complaint Mrs M complains that Bank of Scotland plc, trading as Halifax (‘Halifax’), didn’t do enough to protect her when she made a payment to a property investment opportunity that she now considers was a scam. Mrs M brings her complaint with the assistance of a profe... (3 pages)View decision -
Decision Reference DRN-5727815
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5727815 The complaint Mr O complains that Wise Payments Limited closed his account without notice and that it has not properly accounted for the funds held at the time of closure. What happened In July 2024 Mr O contacted Wise to query a payment which had been made from his account.... (2 pages)View decision -
Decision Reference DRN-5727274
31 Jul 2025 Chic-Kending Ltd UpheldPensions and AnnuitiesDRN-5727274 The complaint Mrs F complains that Chic-Kending Limited trading as Bloomfield Wealth Management provided unsuitable advice to her when it advised her to switch the investments in her Self- Invested Personal Pension (SIPP) from equities to bonds and gilts. She’s experienced f... (9 pages)View decision -
Decision Reference DRN-5663579
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5663579 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she says she lost to an investment scam. Miss M is being supported in making her complaint by a representative. But for ease, I’ll only refer to Miss M in this decision. What happened The background to thi... (6 pages)View decision -
Decision Reference DRN-5559977
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5559977 The complaint Mr M complains Barclays Bank UK PLC has provided poor customer service. What happened Mr M called Barclaycard with settlement details for a complaint we’d decided and says his compensation was paid into the wrong account. He called Barclaycard on other occasion... (1 page)View decision -
Decision Reference DRN-5721673
31 Jul 2025 Carmoola Limited UpheldConsumer CreditDRN-5721673 The complaint Mr W complains about the quality of a used car he acquired through a hire purchase agreement with Carmoola Limited (‘Carmoola’). Mr W says that the car has a problem with the steering system that started not long after he bought it, and he has been unable to us... (6 pages)View decision -
Decision Reference DRN-5719974
31 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5719974 The complaint Mr L complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance was irresponsible in its lending to him. He wants all interest and charges he has paid on his loan refunded along with statutory interest and any adverse information removed fro... (3 pages)View decision -
Decision Reference DRN-5646259
31 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5646259 The complaint Mr I has complained about the way American Express Services Europe Limited (“AMEX”) dealt with a claim for money back in relation to a stately home stay he paid for with credit it provided. What happened In October 2024, Mr I used his AMEX credit card to pay f... (3 pages)View decision -
Decision Reference DRN-5583844
31 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5583844 The complaint Mr E’s complaint is about the rejection of a claim made under his legal expenses insurance cover with U K Insurance Limited (“UKI”). UKI is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to de... (5 pages)View decision