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 361839 results
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Decision Reference DRN-5070451
24 Mar 2025 Fairstone Financial Management Limited UpheldInvestmentsDRN-5070451 The complaint Mr and Mrs B complain that compensation offered to them by Fairstone Financial Management Limited in respect of the provision of unsuitable investment advice fails to put them back in the position they’d have been in if they’d been suitably advised. What happen... (3 pages)View decision -
Decision Reference DRN-5421641
24 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5421641 The complaint Mr and Mrs R complain that Clydesdale Bank Plc trading as Virgin Money (as the recipient bank) didn’t do enough to prevent them losing money to an investment scam. What happened Between September and November 2022, Mr and Mrs R made payments totalling £41,352 f... (3 pages)View decision -
Decision Reference DRN-5390811
24 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5390811 The complaint Mr and Mrs M complain about the way Santander UK Plc has administered their mortgage account. What happened Mr and Mrs M had an interest only mortgage with Santander, the term of which ended in 2020. Since that time, several holds on the account and temporary ... (4 pages)View decision -
Decision Reference DRN-5420886
24 Mar 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5420886 The complaint Ms M complains that Bank of Ireland (UK) Plc (BoI) has not refunded money that she lost to a scam. What happened Ms M saw an advert online for an investment opportunity which appeared to be endorsed by a well-known financial journalist. She left her details an... (4 pages)View decision -
Decision Reference DRN-5420966
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5420966 The complaint Ms M complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened Ms M saw an advert online for an investment opportunity which appeared to be endorsed by a well-known financial journalist. She left her details and was c... (7 pages)View decision -
Decision Reference DRN-5369927
24 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5369927 The complaint Mr C complains that Lendable Ltd was irresponsible in its lending to him. He wants all interest and charges he has paid refunded and any adverse information removed from his credit file. He also wants an affordable repayment plan to be set up. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5420960
24 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5420960 The complaint Mr and Mrs R complain that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent them losing money to an investment scam. What happened From the statements we hold, in December 2020, Mr and Mrs R made two payments totalling £7,140 from their bank ... (3 pages)View decision -
Decision Reference DRN-5355306
24 Mar 2025 UNUM Limited Not upheldInsuranceDRN-5355306 The complaint Ms A is unhappy that Unum Limited declined a claim under a group income protection insurance policy. What happened Ms A had the benefit of a group income protection policy (‘the policy’) through her then employer. Subject to the remaining terms of the policy, ... (2 pages)View decision -
Decision Reference DRN-5421018
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5421018 The complaint Ms L is unhappy Revolut Ltd declined to reimburse her for the money she lost when she fell victim to a scam. What happened Ms L is represented in this complaint by a solicitor, for simplicity I will refer to Ms L throughout this decision, even when referencing... (7 pages)View decision -
Decision Reference DRN-5341163
24 Mar 2025 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-5341163 The complaint Mrs R is unhappy that Scottish Friendly Assurance Society Limited: declined a claim for the critical illness benefit made on her personal protection plan which included life, combined life and critical illness and income protection cover (‘the policy’); and ... (3 pages)View decision
