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 369227 results
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Decision Reference DRN-5469728
27 Jun 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5469728 The complaint Mr A complains that Trading 212 UK Limited delayed verifying his identity which prevented him from executing critical trades on his account. What happened Mr A opened a trading account with Trading 212 in 2020. He provided his original passport for identificat... (2 pages)View decision -
Decision Reference DRN-5653117
27 Jun 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5653117 The complaint Mr M complains that the no claims discount protection offered when he took out his motor insurance policy through Somerset Bridge Insurance Services Limited trading as Vavista (SBISL) was mis-sold. What happened In June 2023 Mr M used an online comparison websi... (3 pages)View decision -
Decision Reference DRN-5597623
27 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5597623 The complaint Mr A complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) lent to him irresponsibly. What happened On 15 September 2021, Mr A entered into a hire purchase agreement with Oodle as shown below, to buy a used car. This loan settled... (3 pages)View decision -
Decision Reference DRN-5050474
27 Jun 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5050474 The complaint Mr B has complained PayPal UK Ltd won’t refund transactions he made using his PayPal account which he says he didn’t authorise. What happened Mr B complained to PayPal that they were holding him liable for a debt of more than £2,000 which covered numerous gamin... (2 pages)View decision -
Decision Reference DRN-5653047
27 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5653047 The complaint Mr S has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr S says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (38 pages)View decision -
Decision Reference DRN-5627891
27 Jun 2025 Protector Insurance UK Not upheldInsuranceDRN-5627891 The complaint Miss B is unhappy with Protector Insurance UK (Protector) handling of her building insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them here in any detail. Instead, I’ll focus on the reasons for my... (3 pages)View decision -
Decision Reference DRN-5449809
27 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5449809 The complaint Mr A has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr A made an application for a current account with HSBC in September 2024 which was turned down. He subsequently discovered HSBC had lodged a CIF... (2 pages)View decision -
Decision Reference DRN-5653362
27 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5653362 The complaint Mr W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (16 pages)View decision -
Decision Reference DRN-5244285
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5244285 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Monzo closed the account Mr A held with them. They’d received a fraud report from another bank about a credit of £300... (3 pages)View decision -
Decision Reference DRN-5182998
27 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5182998 The complaint The estate of Mr C (‘the estate’) is represented by its Executor (‘E’). Mr C sadly passed away in 2023. E refers to life assurance policies, an endowment policy and a pension product associated with an annuity plan, all of which belonged to Mr C and were disco... (5 pages)View decision
