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 381082 results
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Decision Reference DRN-5646111
1 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5646111 The complaint Mr F complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost after falling victim to a scam. What happened Mr F had invested with a company in December 2022, but the interest payments had stopped, and he was concerned that the investment was a... (3 pages)View decision -
Decision Reference DRN-5499617
1 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5499617 The complaint Mrs R complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she says was lost as the result of a scam. What happened In 2023, Mrs R was looking for a builder to complete work on her daughter’s property, this included a refurbishment and a loft conve... (4 pages)View decision -
Decision Reference DRN-5851918
1 Oct 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5851918 The complaint Mr W is unhappy with the delays he experienced with his subsidence claim, the handling of the claim and how the costs pertinent to Mr W weren’t managed effectively. The home insurance was provided by The National Farmers' Union Mutual Insurance Society Lim... (5 pages)View decision -
Decision Reference DRN-5738597
1 Oct 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5738597 The complaint Mr E complains about the quality of a car that was supplied through a hire purchase agreement with SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as V12 Vehicle Finance (STB). What happened In December 2023, Mr E acquired a used car through a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5837754
1 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5837754 The complaint Mr O complains that Aviva Life & Pensions UK Limited (‘Aviva’) continued to take monthly premiums for his term assurance policy when he repaid the mortgage associated with it. Mr O would like the policy premiums he has paid since his mortgage was repaid to ... (2 pages)View decision -
Decision Reference DRN-5810104
30 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5810104 The complaint Mr W has complained that he is unhappy with the redress offered after he agreed the rejection of a car he acquired in June 2024, using a hire purchase agreement with Startline Motor Finance Limited (“Startline”). What happened Mr W acquired a used Ford in June... (2 pages)View decision -
Decision Reference DRN-5442161
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5442161 The complaint Mr S 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... (5 pages)View decision -
Decision Reference DRN-5851845
30 Sep 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5851845 The complaint Mr G’s complaint concerns two pension policies he had; Mr G complains he wasn’t contacted by the administrator of the policies for around 30 years. Further, that if he had been contacted earlier, he would have taken benefits from the policies at a far earlier d... (13 pages)View decision -
Decision Reference DRN-5227330
30 Sep 2025 Investec Wealth & Investment Limited Not upheldInvestmentsDRN-5227330 The complaint Mr and Mrs M complain Investec Wealth & Investment Limited trading as Investec Wealth & Investment (Investec) is at fault for their discretionary portfolio performing poorly and losing around £39,000. They say they were not kept appropriately informed a... (6 pages)View decision -
Decision Reference DRN-5683217
30 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5683217 The complaint Mr H is unhappy Revolut Ltd won’t refund payments he made as part of a scam. What happened In 2024 Mr H was contacted by someone he didn’t know, and began chatting on an instant messaging app. Eventually the individual shared the details of a cryptocurrency inv... (6 pages)View decision
