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 401363 results
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Decision Reference DRN-5840833
21 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5840833 The complaint M, a limited company, complains that Starling Bank Limited (‘Starling’) won’t refund the money they say was lost as the result of a scam. Mr A, a director, brings the complaint on M’s behalf. What happened Mr A was introduced to an individual who I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5860850
21 Oct 2025 Quilter Mortgage Planning Limited Not upheldInsuranceDRN-5860850 The complaint Mr S is unhappy that Quilter Mortgage Planning Limited (Quilter) didn’t notice the issue with his income protection policy when it took over as his advisers in 2020. He expected Quilter to look at his whole financial situation which would have included his inco... (2 pages)View decision -
Decision Reference DRN-5841691
21 Oct 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5841691 The complaint Mr R complains that Phoenix Life Limited trading as Standard Life (Standard Life) have miscalculated his remaining tax-free cash allowance under his Self-Invested Personal Pension Plan (SIPP). He wants the error corrected. What happened Since 2019 Mr R has use... (3 pages)View decision -
Decision Reference DRN-5771283
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771283 The complaint Mr H complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened Mr H held an account with Monzo. In January 2024, he received eight payments from a third- party, through bank transfers. He... (3 pages)View decision -
Decision Reference DRN-5140013
21 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5140013 The complaint Mr S complains that Revolut Ltd won’t reimburse money he lost to a scam. What happened Mr S responded to an advert online for a cryptocurrency investment that appeared to be endorsed by a well-known celebrity. In order to fund his investment Mr S used his Rev... (6 pages)View decision -
Decision Reference DRN-5643620
21 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5643620 The complaint Miss B, a sole trader, complains that she was deceived into taking out a Bounce Back Loan (“BBL”) and that The Royal Bank of Scotland Plc (“RBS”) wouldn’t conduct a scam investigation for her. What happened Miss B raised a complaint with RBS because she felt th... (3 pages)View decision -
Decision Reference DRN-5852975
21 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5852975 The complaint Mr and Mrs U complain that Bank of Scotland plc trading as Halifax is pursuing them for a shortfall on their mortgage following the sale of their property. What happened In 2008 Mr and Mrs U took out a mortgage with Halifax. They borrowed £64,000 to buy a prope... (4 pages)View decision -
Decision Reference DRN-5647285
21 Oct 2025 Pensionhelp Limited Not upheldPensions and AnnuitiesDRN-5647285 The complaint Mr N complains about advice he received from Pensionhelp Limited (“PH”) relating to the possible transfer of his defined benefit (“DB”) pension. What happened Mr N was in touch with an adviser from PH in December 2020. He wanted advice on whether to transfer h... (5 pages)View decision -
Decision Reference DRN-5710464
21 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5710464 The complaint Mr A complains about the amount U K Insurance Limited (“UKI”) said it would pay for a claim made on his home contents insurance policy. What happened In March 2025 Mr A’s car was broken into. A considerable amount of personal possessions were stolen from it. He... (3 pages)View decision -
Decision Reference DRN-5767063
21 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5767063 The complaint This complaint’s about a mortgage Mr S holds with Bank of Scotland plc trading as Halifax. The complaint relates primarily to how Halifax has dealt with Mr S during extended periods of financial hardship between 2019 and the present time. What happened The bro... (4 pages)View decision