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-5795663
25 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5795663 The complaint Mr C and Ms R complain about how Intact Insurance UK Limited (“IIUKL”) have said the price of their pet insurance policy will be calculated at the next renewal. Mr C has acted as the main representative during the complaint process. So, for ease of reference, ... (3 pages)View decision -
Decision Reference DRN-5568944
25 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5568944 The complaint Mrs W and Mr H complain, on behalf of the estate of Mrs H, about how The National Farmers’ Union Mutual Insurance Society Limited (NFU) has handled a subsidence claim made under the buildings insurance policy. Mrs W and Mr H are representing Mrs H’s estate. As... (3 pages)View decision -
Decision Reference DRN-5490397
25 Sep 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5490397 The complaint Mr D complains that PDL Finance Limited trading as Mr Lender lent to him when he could not afford it. What happened Here is a table which summarises the lending. Loan Approved Amount Terms Status 1 12 April 2024 £3006 months 29 April 2024 2 12 May 2024 £50012 m... (3 pages)View decision -
Decision Reference DRN-5794724
25 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5794724 The complaint A company which I’ll refer to as ‘M’ complains that Clydesdale Bank Plc (trading as Virgin Money) won’t refund the money it lost as the result of a scam. The complaint is brought on M’s behalf by one of its directors, Mr T. Mr T is represented throughout by Mr... (4 pages)View decision -
Decision Reference DRN-5477996
25 Sep 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5477996 The complaint Mrs W has complained that St. James's Place Wealth Management Plc (‘SJP’) advised her to defer taking her defined-benefit (‘DB’) occupational pension scheme benefits and did not provide her with accurate advice about her state pension entitlement. She is a... (9 pages)View decision -
Decision Reference DRN-5839951
25 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5839951 The complaint Mrs W is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs W fell victim to a cruel investment scam. After responding to an advert on social media pro... (6 pages)View decision -
Decision Reference DRN-5371431
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5371431 The complaint Mr K complains that National Westminster Bank Public Limited Company didn’t protect him against losing money to a scam. Mr K has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr K, where I also mean the repre... (3 pages)View decision -
Decision Reference DRN-5800498
25 Sep 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5800498 The complaint Mr E complains Frasers Group Financial Services Limited (“Frasers Group”) mistakenly took a second £30 direct debit from him and didn’t reverse it until several days later. What happened On 13 March 2025, Frasers Group collected £30 from Mr E’s bank account by ... (2 pages)View decision -
Decision Reference DRN-4684362
25 Sep 2025 Countrywide Assured Plc Not upheldInsuranceDRN-4684362 The complaint Mr and Mrs K complain they were mis-sold a reviewable whole of life policy by Countrywide Assured Plc. They say they have had the policy for 30 years and have recently been told either a dramatic increase in premiums or a dramatic drop in level of cover was req... (8 pages)View decision -
Decision Reference DRN-4803274
25 Sep 2025 XACE Limited Not upheldBanking and PaymentsDRN-4803274 The complaint Mrs D complains that XACE Limited (as the recipient bank) didn’t do enough to prevent her from losing money to what she says was a scam. Mrs D has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Mrs D herself, ... (3 pages)View decision
