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 365360 results
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Decision Reference DRN-5043934
31 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5043934 The complaint Mr N complains that HSBC UK Bank Plc has not refunded a payment which he made for a service which was not provided. What happened In September 2023 Mr N bought from a merchant, which I’ll call “T”, a package of services which would assist him in financial tradi... (2 pages)View decision -
Decision Reference DRN-5271818
31 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5271818 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he lost when he fell victim to a scam. What happened Between November 2020 and January 2021, Mr M invested £126,000 in a company called Buy2let/Raedex Consortium Ltd ... (7 pages)View decision -
Decision Reference DRN-5286133
31 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5286133 The complaint Mr W complains about the way American Express Services Europe Limited handled his request for a refund of a payment he made using his credit card. What happened In January 2024, Mr W purchased a virtual reality headset from a retailer. He says that before makin... (4 pages)View decision -
Decision Reference DRN-5288569
31 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5288569 The complaint Miss M complains that Capital One (Europe) plc trading as Capital One lent to her irresponsibly. What happened Miss M applied for and received two accounts with Capital One: Date Event New credit Limit Account 1 15 Nov 2010 Account opening £300 5 Jan 2018 Acc... (4 pages)View decision -
Decision Reference DRN-5356730
31 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5356730 The complaint Mr C complains Advantage Insurance Company Limited (“Advantage”) declined a claim he made on his contents insurance policy after his carpet was damaged. What happened Mr C has home insurance with Advantage. The policy provides cover for ... (3 pages)View decision -
Decision Reference DRN-5174882
31 Mar 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5174882 The complaint Mr C complains that Zurich Assurance Limited have deliberately made it as difficult as possible to switch his pension away to a new provider. Mr C says that he’s unhappy with the requirements that Zurich have in place in order for him to be able access his pens... (4 pages)View decision -
Decision Reference DRN-5195713
31 Mar 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5195713 The complaint Mr S complains he was given unsuitable advice by St James’s Place Wealth Management Plc to transfer his two personal pensions to a retirement account and into investments he says were too high risk. Mr S is represented in this complaint by a claims management ... (6 pages)View decision -
Decision Reference DRN-5288769
31 Mar 2025 Evelyn Partners Financial Planning Limited UpheldPensions and AnnuitiesDRN-5288769 The complaint Mr T complains that Evelyn Partners Financial Planning Limited failed to provide him with financial advice in a timely manner and he’s suffered financial loss as a result. What happened Mr T had a Product and Investment Review Service (PIRS) agreement with Eve... (7 pages)View decision -
Decision Reference DRN-5434759
31 Mar 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5434759 The complaint Miss B complains through a representative complains that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. What happened Miss B was granted a running credit facility in February 20... (4 pages)View decision -
Decision Reference DRN-5424805
31 Mar 2025 Chubb European Group SE UpheldInsuranceDRN-5424805 The complaint Mrs R and Mr R have complained that Chubb European Group SE have declined their travel insurance claim for pre-booked accommodation. What happened Mrs R and Mr R were due to depart on holiday in July 2024. Unfortunately, an IT outage closed their destination ... (3 pages)View decision
