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 375868 results
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Decision Reference DRN-5727770
31 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5727770 The complaint Mrs N has complained about the way American Express Service Europe Limited (“AMEX”) dealt with a claim for money back in relation to a villa she paid for with credit it provided. What happened In March 2024, Mrs N used her AMEX credit card to pay the deposit f... (7 pages)View decision -
Decision Reference DRN-5388044
31 Jul 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5388044 The complaint Mr B has complained that Phoenix Life Limited trading as Standard Life (Standard Life) incorrectly ceased the payment of his annuity income for two months. This has caused him a financial loss for which he would like to be compensated. Mr B would also like to ... (3 pages)View decision -
Decision Reference DRN-5584606
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5584606 The complaint Ms R 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, Ms R fell victim to a cruel investment scam. After responding to an advert on social media, she ... (6 pages)View decision -
Decision Reference DRN-5727758
31 Jul 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5727758 The complaint D complains that Fairmead Insurance Limited has unfairly declined to provide cover for a claim made on its buildings insurance policy. What happened In June 2023, D notified Fairmead of damage caused to its property, discovered after the tenants had left follow... (9 pages)View decision -
Decision Reference DRN-5712505
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5712505 The complaint Mr M complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr M said he received multiple cold calls about an investment and while he wasn’t interested to begin with, he later took the call. He said he w... (3 pages)View decision -
Decision Reference DRN-5727709
31 Jul 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5727709 The complaint Mr B has complained that Phoenix Life CA Limited trading as Sun Life Financial of Canada (Sun Life) did not include a loyalty bonus when transferring his retirement benefits to another provider (Provider A) to set up a retirement annuity. This has caused him a ... (4 pages)View decision -
Decision Reference DRN-5573963
31 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5573963 The complaint Mr P complains that Royal & Sun Alliance Insurance Limited (“RSA”) failed to provide adequate support under his legal expenses insurance policy when he raised concerns over the solicitors acting for him. Where I refer to RSA, this includes the actions of i... (2 pages)View decision -
Decision Reference DRN-5704220
31 Jul 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5704220 The complaint Mr L complained that Legal and General Assurance Society Limited (“L&G”) unfairly declined his claim following him being diagnosed with a terminal condition. What happened In 2008, Mr L bought a life insurance policy with a 20 year term. The policy provide... (3 pages)View decision -
Decision Reference DRN-5726891
31 Jul 2025 Leeds Building Society Not upheldMortgagesDRN-5726891 The complaint Mr B is unhappy with the service he has received from Leeds Building Society in relation to his mortgage. He said his mortgage is joint with his ex-partner and excess funds from the remortgage were transferred to her account without his knowledge. Mr B said he ... (4 pages)View decision -
Decision Reference DRN-5727639
31 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5727639 The complaint Mr V’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bein... (5 pages)View decision
