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 381196 results
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Decision Reference DRN-5851295
30 Sep 2025 Skrill Limited UpheldBanking and PaymentsDRN-5851295 The complaint Ms C complains Skrill Limited (“Skrill”) restricted her account on several occasions without explanation, and that it discriminated against her. Ms C wants to be able to use her account without the services being blocked in this way as the prospect of it happen... (2 pages)View decision -
Decision Reference DRN-5710008
30 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5710008 The complaint Mr D complains about the handling of a motor insurance claim by Intact Insurance UK Limited. Intact Insurance UK Limited were formally known as Royal & Sun Alliance Insurance Limited, so for ease of reading, I’ll refer to Intact as “RSA” throughout my decis... (3 pages)View decision -
Decision Reference DRN-5678145
30 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5678145 The complaint Through a representative, Mr D complains that Aviva Life & Pensions UK Limited should have carried out thorough due diligence and, as a result, refused to accept a pension transfer application from an overseas introducer in February 1996. What happened Mr D... (3 pages)View decision -
Decision Reference DRN-5740745
30 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5740745 The complaint Mr M is unhappy with Bank of Scotland plc trading as Halifax. Halifax sent Mr M a warning letter about inappropriate behaviour following a call with a staff member. Mr M disagrees his behaviour was inappropriate and is unhappy the letter wasn’t signed by the pe... (2 pages)View decision -
Decision Reference DRN-5281879
30 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5281879 The complaint A company which I’ll refer to as R, complains that American Express Services Europe Limited (Amex) failed to properly deal with its legitimate chargeback claims. In bringing this complaint, R is represented by its director, who I’ll refer to as Mr T. What hap... (6 pages)View decision -
Decision Reference DRN-5745059
30 Sep 2025 KW Wealth Planning Limited UpheldPensions and AnnuitiesDRN-5745059 The complaint Mr T has complained about the services he has received from KW Wealth Planning Limited trading as Kingswood (“Kingswood”) since he transferred to it in 2019. He has said that Kingswood failed to provide the annual reviews that he has been charged for, upon migr... (8 pages)View decision -
Decision Reference DRN-5846677
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5846677 The complaint Mr M complains that Nationwide Building Society (“Nationwide”) is holding him liable for transactions made from his current account between 2019 and 2021 which he didn’t make or otherwise authorise. What happened Mr M opened the account being complained about ... (2 pages)View decision -
Decision Reference DRN-5845503
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5845503 The complaint Mrs A has complained about Revolut Ltd not refunding several payments she says she made and lost to several investment scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mrs A f... (4 pages)View decision -
Decision Reference DRN-5697527
30 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5697527 The complaint Mrs G is unhappy that Zurich Assurance Ltd (Zurich) stopped her income protection benefit payments. Mrs G is being represented on this complaint. What happened Mrs G has a group income protection policy with her employer. This provides a benefit in certain circ... (3 pages)View decision -
Decision Reference DRN-5732467
30 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5732467 The complaint Mr P is unhappy Lloyds Bank PLC accused him of verbal abuse and inappropriate behaviour in branch. Mr P disputes that he used verbal abuse or inappropriate behaviour. What happened Mr P visited a Lloyds Bank branch to make a payment. Lloyds Bank staff said Mr ... (2 pages)View decision
