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 369228 results
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Decision Reference DRN-5474101
10 Apr 2025 BISL Limited Not upheldInsuranceDRN-5474101 The complaint Ms A complains BISL Limited trading as Dial Direct (“BISL”) recorded a default on her credit file unfairly. What happened The details of this complaint are well-known by both parties, so I won’t repeat them here. Instead, I will focus om the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-5335580
10 Apr 2025 Gain Credit LLC UpheldConsumer CreditDRN-5335580 The complaint Mr B complains that Gain Credit LLC trading as Lending Stream lent to him irresponsibly. What happened Here is a brief table of the loans Mr B took. Loan Open Amount closed 1 3 May 2023 £430 29 June 2023 2 24 May 2023 £260 29 June 2023 Six month gap in lending ... (6 pages)View decision -
Decision Reference DRN-5226320
10 Apr 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5226320 The complaint Mr L complains that Scottish Equitable Plc trading as AEGON didn’t make him aware that his pension was invested in a lifestyle fund and that it would be moved into a retirement fund at his selected retirement date. Mr L says that his pension dropped significant... (3 pages)View decision -
Decision Reference DRN-5314085
10 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5314085 The complaint Miss B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost as a result of an investment scam. What happened In summary, on 1 November 2023, Miss B made a card payment (of about £981) from her newly opened Revolut account, for the purchase of... (2 pages)View decision -
Decision Reference DRN-5415942
10 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5415942 The complaint Mrs S & Mrs Y complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) handled a claim for damage from an escape of water under a home insurance policy. When I say Admiral I also mean its suppliers, contractors and assessors. What happened Mrs S &... (3 pages)View decision -
Decision Reference DRN-4827726
10 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4827726 The complaint Miss P complains that BMW Financial Services (GB) Limited, trading as Alphera Financial Services (“Alphera”), unfairly terminated her hire purchase agreement. What happened Miss P acquired a used car financed through a hire purchase agreement she signed with Al... (3 pages)View decision -
Decision Reference DRN-5343958
10 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5343958 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money has caused him undue inconvenience and to incur a financial loss when it blocked a transaction and restricted his account. What happened The background to this complaint is well known to both parti... (4 pages)View decision -
Decision Reference DRN-5236202
10 Apr 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5236202 The complaint Mrs L1 and Mrs L2 complain about the advice they received from St. James's Place Wealth Management Plc (referred to as ‘SJP’). Mrs L2 says she was mis-sold the Downing Four VCT plc investment (referred to as the ‘VCT’) by SJP. In summary, she says: Des... (5 pages)View decision -
Decision Reference DRN-4823194
10 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4823194 The complaint Mrs W complains that HSBC UK Bank Plc (‘HSBC’) unfairly rejected her claim for a credit card payment refund she made. What happened Mrs W booked a hotel room for her and her husband, payment of which was made with her HSBC credit card. Mrs W and her husband we... (4 pages)View decision -
Decision Reference DRN-5431622
10 Apr 2025 Hedgehog Limited UpheldInsuranceDRN-5431622 The complaint Mr S has complained about the service provided by his motor insurance broker, Hedgehog Limited (‘Hedgehog’), after he took out a policy through it. What happened I issued a provisional decision regarding this complaint last month and said that I was considerin... (4 pages)View decision
