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 391431 results
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Decision Reference DRN-5037216
21 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5037216 The complaint Mr and Mrs J complain about Bank of Scotland plc trading as Halifax. The account the payment was made from is held in joint names, but as it was Mr J who made the payment, I will refer to him throughout the decision. Mr and Mrs J say that Mr J fell victim to ... (3 pages)View decision -
Decision Reference DRN-5337761
21 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5337761 The complaint Mr R is unhappy about TSB Bank plc. He said despite asking to be removed from a joint bank account TSB wouldn’t help him. Mr R said he explained his circumstances to TSB, but it wouldn’t remove him without the joint account holder’s authority. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5358089
21 Mar 2025 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. Not upheldInsuranceDRN-5358089 The complaint Mr H has complained that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. declined his claim for a broken phone. What happened Mr H dropped his phone from three stories up on a building site and his phone was smashed into pieces. He collected his si... (3 pages)View decision -
Decision Reference DRN-4985261
21 Mar 2025 IG Index Limited Not upheldInvestmentsDRN-4985261 The complaint Mr H complains that IG Index Limited (‘IG’) should’ve stopped him from trading on its platform. What happened In March 2020 Mr H opened a spread betting account with IG. As part of that he completed an online appropriateness test which IG used to decide whether... (3 pages)View decision -
Decision Reference DRN-5408017
21 Mar 2025 First Response Finance Ltd UpheldConsumer CreditDRN-5408017 The complaint Miss P’s complaint relates to problems she had with a car supplied to her by First Response Finance Ltd (FRF) under a hire purchase agreement. What happened Miss P entered into a hire purchase agreement with FRF in October 2022 to purchase a car. The cash pric... (8 pages)View decision -
Decision Reference DRN-5392642
21 Mar 2025 Accredited Insurance (UK) Limited UpheldInsuranceDRN-5392642 The complaint Mr and Mrs B complain that Accredited Insurance (Europe) Limited (“Accredited”) unfairly declined their claim for damage caused by an escape of water under their home buildings insurance policy. What happened Mr and Mrs B discovered a damp kitchen wall. They d... (4 pages)View decision -
Decision Reference DRN-5044797
21 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5044797 Complaint Mrs O is unhappy that Revolut Ltd didn't reimburse her after she told it she'd fallen victim to an investment scam. Background In 2023, Mrs O saw an advert on social media for a cryptocurrency investment opportunity. She clicked on a link in the advert an... (2 pages)View decision -
Decision Reference DRN-5343663
21 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5343663 The complaint Mr and Mrs C complained that Aviva Life & Pensions UK Limited declined a claim on their life and critical illness policy. What happened In 2017, Mr and Mrs C took out a life and critical illness policy with Aviva. I was sorry to hear that last year Mr C was... (3 pages)View decision -
Decision Reference DRN-4964870
21 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4964870 The complaint Mr E has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (‘SSAS’) in June 2016. Mr E’s SSAS was subsequently used to invest in Dolphin Capital loan note... (14 pages)View decision -
Decision Reference DRN-5395214
21 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5395214 The complaint Mr K, director of P – a limited company – complains on its behalf that TSB Bank plc has sent it emails incorrectly. What happened In September 2023, Mr K complained on P’s behalf about receiving a message from TSB that indicated he could view P’s business accou... (2 pages)View decision