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-5070056
31 Jul 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5070056 The complaint Mrs P complains that Computershare Investor Services Plc made errors when transferring some of her shares which caused her a financial loss. What happened In March 2024 Mrs P complained to Computershare saying an error was made by them when transferring some sh... (2 pages)View decision -
Decision Reference DRN-5727721
31 Jul 2025 Inspired Financial Solutions Limited Not upheldPensions and AnnuitiesDRN-5727721 The complaint The estate of the late Mrs B complains about the advice that Inspired Financial Solutions Limited (IFSL) gave Mrs B to transfer her defined-benefit (DB) pension to a self-invested personal pension (SIPP). A professional representative initially helped Mrs B to... (13 pages)View decision -
Decision Reference DRN-5727865
31 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5727865 The complaint Mr G is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr G fell victim to a cruel impersonation scam. He was contacted by a scammer claiming to be from his bank’s security team who said his ... (6 pages)View decision -
Decision Reference DRN-5622379
31 Jul 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5622379 The complaint Miss J 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 J was granted a running credit facility by Drafty on 30 June 2022. This was for £800 and ... (6 pages)View decision -
Decision Reference DRN-5727770
31 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5727770 The complaint Mrs N has complained about the way American Express Service Europe Limited (“AMEX”) dealt with a claim for money back in relation to a villa she paid for with credit it provided. What happened In March 2024, Mrs N used her AMEX credit card to pay the deposit f... (7 pages)View decision -
Decision Reference DRN-5388044
31 Jul 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5388044 The complaint Mr B has complained that Phoenix Life Limited trading as Standard Life (Standard Life) incorrectly ceased the payment of his annuity income for two months. This has caused him a financial loss for which he would like to be compensated. Mr B would also like to ... (3 pages)View decision -
Decision Reference DRN-5584606
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5584606 The complaint Ms R is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms R fell victim to a cruel investment scam. After responding to an advert on social media, she ... (6 pages)View decision -
Decision Reference DRN-5727758
31 Jul 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5727758 The complaint D complains that Fairmead Insurance Limited has unfairly declined to provide cover for a claim made on its buildings insurance policy. What happened In June 2023, D notified Fairmead of damage caused to its property, discovered after the tenants had left follow... (9 pages)View decision -
Decision Reference DRN-5712505
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5712505 The complaint Mr M complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr M said he received multiple cold calls about an investment and while he wasn’t interested to begin with, he later took the call. He said he w... (3 pages)View decision -
Decision Reference DRN-5727709
31 Jul 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5727709 The complaint Mr B has complained that Phoenix Life CA Limited trading as Sun Life Financial of Canada (Sun Life) did not include a loyalty bonus when transferring his retirement benefits to another provider (Provider A) to set up a retirement annuity. This has caused him a ... (4 pages)View decision