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 367300 results
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Decision Reference DRN-5333432
6 May 2025 Santander UK Plc Not upheldMortgagesDRN-5333432 The complaint Mr F complains that Santander UK Plc didn’t tell him it had instructed solicitors to take legal action regarding his mortgage. He asks for an opportunity to discuss repayment options. What happened Mr F took out a mortgage with Santander in 2007 on an interest ... (3 pages)View decision -
Decision Reference DRN-5138783
6 May 2025 The Private Office Limited UpheldPensions and AnnuitiesDRN-5138783 The complaint Mr Z complains that The Private Office Limited (‘TPO’) failed to follow his wishes when transferring part of the monies in his self-invested personal pension (SIPP) to a new provider. Mr Z would now like TPO to recompense him for the investment losses he says h... (5 pages)View decision -
Decision Reference DRN-5282489
6 May 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5282489 The complaint Mrs F complains that The Prudential Assurance Company Limited are making her take financial advice against her wishes before they’ll release any monies from her personal pension plan. Mrs F would like Prudential to just process her pension withdrawal request pr... (4 pages)View decision -
Decision Reference DRN-5101685
6 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5101685 The complaint Ms O 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 O fell victim to a cruel investment scam followed by a second scam that claimed to be assisti... (11 pages)View decision -
Decision Reference DRN-5254215
6 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5254215 The complaint Mr K complains HSBC UK Bank Plc (“HSBC”) restricted and then closed his account without notice nor explanation. Mr K also complains that HSBC withheld substantive funds that he had shown he was entitled to - and which he required to pay for his studies. Mr K sa... (3 pages)View decision -
Decision Reference DRN-5000228
6 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5000228 The complaint Ms C complains that Monzo Bank Ltd (“Monzo”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms C has explained that in Septemb... (2 pages)View decision -
Decision Reference DRN-5518970
6 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5518970 The complaint Mr and Mrs B have complained about the way AXA has dealt with a claim for subsidence damage under their commercial landlord insurance policy. Any reference to AXA includes their agents. What happened The background to this complaint is well known to both part... (3 pages)View decision -
Decision Reference DRN-5414511
6 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5414511 The complaint Mrs B is unhappy with the financial assistance offered to her by Barclays Bank UK PLC. What happened Mrs B has three credit accounts with Barclays. Over the past few years, Mrs B has spoken with Barclays on several occasions and asked for interest on her accoun... (3 pages)View decision -
Decision Reference DRN-5497357
6 May 2025 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5497357 The complaint Mr T complains that HELVETIA GLOBAL SOLUTIONS LTD (“HGS”) declined a claim and voided his income protection policy. What happened Mr T took out an income protection policy on 24 April 2023, provided by HGS. The policy paid a monthly benefit of £2,500 for up to... (4 pages)View decision -
Decision Reference DRN-5045950
6 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5045950 The complaint Mr W complains that Lloyds Bank PLC (Lloyds) has unfairly declined his claim under Section 75 of the Consumer Credit Act 1974 (Section 75 CCA). What happened In April 2023, Mr W paid a total of £8,400 to a law firm (who I’ll call P) to engage its services. Mr W... (4 pages)View decision
