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 368546 results
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Decision Reference DRN-5583474
24 Jun 2025 Money Redress Limited Not upheldClaims ManagementDRN-5583474 The complaint Mrs D complains about the service she received from Money Redress Limited (“MRL”) after it assisted her with a complaint against a pension provider. What happened Mrs D instructed MRL to act on her behalf in a complaint against a pension provider. In 2019, she ... (6 pages)View decision -
Decision Reference DRN-5065692
24 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5065692 The complaint Mr and Mrs S complain that Bank of Scotland plc, trading as Halifax, won’t reimburse them money they lost to an investment fraud. As the investment was arranged primarily by Mr S, for ease, I have referred to him throughout my decision. What happened As the cir... (3 pages)View decision -
Decision Reference DRN-5622167
24 Jun 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5622167 The complaint Mr N’s complaint is about a claim he made on his Financial & Legal Insurance Company Ltd (‘F&L’) pet insurance policy, which F&L declined. Mr N says F&L treated him unfairly. What happened The details of this complaint are well known to both pa... (2 pages)View decision -
Decision Reference DRN-5645182
24 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5645182 The complaint Mr R complains about the way U K Insurance Limited (‘UKI’) handled a claim he made under his motor insurance policy. What happened The following is intended as a summary of key events only, as the background to this complaint is well known to both parties. Mr... (5 pages)View decision -
Decision Reference DRN-5601312
24 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5601312 The complaint Mr N complains that Capital One (Europe) plc (“Capital One”) acted irresponsibly in giving him a credit card with a £200 credit limit and stopped taking repayments from his pre-paid credit card which resulted in a County Court Judgement (CCJ) against him for ... (3 pages)View decision -
Decision Reference DRN-5645093
24 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5645093 The complaint A company, which I’ll refer to as B, complains that Revolut Ltd won’t reimburse it after it lost money to an impersonation scam. Mr S, who is the director of B, brings the complaint on B’s behalf via a family representative. For ease of reading, I’ll refer to a... (14 pages)View decision -
Decision Reference DRN-5536125
24 Jun 2025 Topaz Finance Limited Not upheldMortgagesDRN-5536125 The complaint Mr and Mrs F complain that their mortgage, now with Topaz Finance Limited trading as Heliodor Mortgages, was mis-sold to them and incorrectly set up. They also complain that Heliodor hasn’t given them copies of the signed mortgage agreements, has prevented them... (4 pages)View decision -
Decision Reference DRN-5555246
24 Jun 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5555246 The complaint Mr and Mrs B’s complaint is about the rejection of a claim made under the legal expenses section of their home insurance policy with AmTrust Europe Limited. AmTrust is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions... (4 pages)View decision -
Decision Reference DRN-5393192
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5393192 The complaint Mr T is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. The complaint is brought on Mr T’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everything he... (4 pages)View decision -
Decision Reference DRN-5639142
24 Jun 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5639142 The complaint Mr B complains about investments made on a platform in a Self-Invested Personal Pension (SIPP) operated by IFG Pensions Limited (“IFG”). Mr B says IFG did not check that an investment made by a Discretionary Fund Manager (DFM) appointed to manage the investment... (22 pages)View decision
