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 365360 results
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Decision Reference DRN-5385224
9 May 2025 EQ Investors Limited Not upheldInvestmentsDRN-5385224 The complaint Mr and Mrs F have complained about the advice they received from EQ Investors Limited, trading as EQ Wealth (‘EQ’). They say EQ didn’t meet the investment objective of wealth preservation in real terms which was hindered by the capital gains tax (‘CGT’) incurre... (8 pages)View decision -
Decision Reference DRN-5247698
9 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5247698 The complaint Mr D complains Bank of Scotland plc trading as Halifax unfairly placed a temporary block on his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (3 pages)View decision -
Decision Reference DRN-5188940
9 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5188940 The complaint Miss T complains that Bank of Scotland plc trading as Halifax (‘Halifax‘) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well-known to both parties, so I w... (7 pages)View decision -
Decision Reference DRN-5037187
9 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5037187 The complaint Mr D is unhappy with how American Express Services Europe Limited (AESEL) handled a breach of contract claim he made to them. What happened Mr D took out a membership with a supplier of matchmaking services I shall call ‘W’ in October 2023. This was for 12 mont... (3 pages)View decision -
Decision Reference DRN-5432573
9 May 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5432573 The complaint Mr F complains about the amount Alwyn Insurance Company Limited (‘Alwyn’) agreed to pay for the total loss of his motorbike under his motorbike insurance policy. What happened Mr F made a claim following the theft of his motorbike. Following review, Alwyn acce... (3 pages)View decision -
Decision Reference DRN-5029922
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5029922 The complaint Mr H is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. Mr H has brought his complaint with the assistance of a professional representative. But for ease I’ll refer to all the submissions as being from Mr H. What happened Mr H said he invested... (11 pages)View decision -
Decision Reference DRN-5521971
9 May 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5521971 The complaint Ms J and Mr J complain that they were given incorrect and misleading information by HSBC UK Bank plc when they enquired about Mr J getting a transfer of equity of the matrimonial home after their marriage breakdown. What happened Ms J and Mr J own a house with ... (3 pages)View decision -
Decision Reference DRN-5520477
9 May 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5520477 The complaint Mrs S complains that Oodle Financial Services Limited (‘Oodle’), irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In October 2018, Mrs S acquired a used car financed by a hire purchase agreement from Oodle, provid... (2 pages)View decision -
Decision Reference DRN-5158576
9 May 2025 MS Amlin Insurance SE Not upheldInsuranceDRN-5158576 The complaint The trustees of a trust, which I will refer to as M, complain about the way MS Amlin Insurance SE handled and decided its marine insurance claim. What happened The circumstances leading to this complaint are known by both parties, so the following is intended o... (3 pages)View decision -
Decision Reference DRN-5540064
9 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5540064 The complaint Mrs C is unhappy Monzo Bank Ltd will not refund the money she lost as a result of an investment scam. Mrs C brought her complaint through a representative. For ease of reading I will refer solely to Mrs C in this decision. What happened As both parties are aw... (6 pages)View decision
