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 384131 results
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Decision Reference DRN-5348500
28 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5348500 The complaint Mr G complains that NewDay Ltd trading as Fluid declined a transaction on his credit card account. He’s also unhappy with the service provided. What happened In October 2024, Mr G says he attempted to make a payment for a parking ticket, but it ... (2 pages)View decision -
Decision Reference DRN-4896898
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4896898 The complaint Mr H complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5161370
28 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5161370 The complaint Mr L holds/held an account with Bank of Scotland plc trading as Halifax (“Halifax”). Mr L’s complaint is about Halifax’s refusal to reimburse him money he says he lost due to fraud. What happened The circumstances of this complaint are well known to all partie... (4 pages)View decision -
Decision Reference DRN-5353743
28 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5353743 The complaint Dr G, on behalf of the estate of Mr G, complains about how Ageas Insurance Limited (Ageas) handled his late father’s claim which he says caused him distress and inconvenience. All reference to the insurer Ageas includes their agents and their role in dealing w... (3 pages)View decision -
Decision Reference DRN-5434190
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5434190 The complaint Miss I complains that Revolut Ltd (Revolut) won’t refund transactions totalling £420 which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Miss I says ... (3 pages)View decision -
Decision Reference DRN-5320488
28 Mar 2025 Chubb European Group SE Not upheldInsuranceDRN-5320488 The complaint Miss G has complained about the way Chubb European Group SE (‘Chubb’) dealt with her claim. All reference to Miss G includes any submissions made on her behalf by her representatives. What happened Miss G bought a single trip travel insurance policy, underwritt... (2 pages)View decision -
Decision Reference DRN-5394378
28 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5394378 The complaint Mr V has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr V says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (43 pages)View decision -
Decision Reference DRN-5421213
28 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5421213 The complaint Miss D complains that TSB Bank plc misadvised her about an overdraft facility on her account and that it failed to make all the payments to her under the switching incentive. What happened In June 2024 Miss D switched her account to TSB following its switching ... (3 pages)View decision -
Decision Reference DRN-5435009
28 Mar 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5435009 The complaint Mr H has complained about a transfer of their Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in 2014. Mr H’s SSAS was subsequently used to invest in unregulated and high-risk investments, StoreFirst, ParkFirst and Dolphin Cap... (7 pages)View decision -
Decision Reference DRN-5033758
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5033758 The complaint Mr R complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. Mr R brings his complaint with the assistance of professional representation, but for readability, in what follows I will refer ... (4 pages)View decision
