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-5712633
30 Sep 2025 Scottish Widows Limited Not upheldInsuranceDRN-5712633 The complaint Mr and Mrs G complain Scottish Widows Limited, trading as Halifax Financial Services (HFS) haven’t refunded the premiums that have paid towards their Mortgage Cover Plan since repaying their mortgage in full. What happened In April 2002 Mr and Mrs G took out a ... (3 pages)View decision -
Decision Reference DRN-5838128
30 Sep 2025 Radcliffe & Company (Life & Pensions) Limited UpheldPensions and AnnuitiesDRN-5838128 The complaint Mrs H complains that Radcliffe & Company (Life & Pensions) Limited (Radcliffe) gave her unsuitable advice to transfer her Occupational Pension Scheme (OPS) benefits and her Group Personal Pension into a Self-Invested Personal Pension scheme. She thinks ... (4 pages)View decision -
Decision Reference DRN-5767505
30 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5767505 The complaint Mr M complains Capital One (Europe) plc failed to update his address and recorded adverse information on his credit file. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. As a summary, holding a... (3 pages)View decision -
Decision Reference DRN-5806102
30 Sep 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5806102 The complaint Miss H complains about Tesco Personal Finance Limited’s actions in relation to dealing with her financial difficulties. She doesn’t think it has had proper regard for her vulnerabilities. What happened Miss H describes that she got into financial difficulty in ... (3 pages)View decision -
Decision Reference DRN-5817758
30 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5817758 The complaint Miss S, on behalf of W, complains about how Wise Payments Limited dealt with a transaction. What happened Miss S says she made an international payment of just over £175 but Wise Payments moved the payment from her personal account to her business account. She ... (2 pages)View decision -
Decision Reference DRN-5848112
30 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5848112 The complaint Mr B complains that INTACT INSURANCE UK LIMITED has unfairly declined a claim under his pet insurance policy. Where I refer to Intact, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed ba... (4 pages)View decision -
Decision Reference DRN-5618930
30 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5618930 The complaint Mr H complains Bank of Scotland plc trading as Halifax unfairly defaulted his credit card account. What happened In late 2023, Mr H fell into financial difficulty. He continued making payments towards his credit card account until January 2024. In February 20... (3 pages)View decision -
Decision Reference DRN-5768178
30 Sep 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5768178 The complaint Mr and Mrs L are unhappy with how their claim was handled by Great Lakes Insurance UK Limited. What happened Mr and Mrs L have a travel insurance policy underwritten by Great Lakes. They went on a trip abroad and their journey home was disrupted causing them t... (3 pages)View decision -
Decision Reference DRN-5682422
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5682422 The complaint Mr H complains Revolut Ltd won’t reimburse money he lost when he fell victim to a crypto investment scam. Mr H is professionally represented, however, to keep things simple, I’ll refer to Mr H throughout my decision. What happened The background to this complai... (7 pages)View decision -
Decision Reference DRN-5481239
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5481239 THE COMPLAINT Mrs A complains that Monzo Bank Ltd (“Monzo”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs A was represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mrs A solely in this decis... (4 pages)View decision
