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 367928 results
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Decision Reference DRN-5364041
26 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5364041 The complaint Miss C is unhappy Legal and General Assurance Society Limited (L&G) declined a claim she made on her employer’s group income protection scheme. What happened Miss C is the beneficiary of her employer’s group income protection scheme. The policy is underwrit... (4 pages)View decision -
Decision Reference DRN-5412722
26 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5412722 The complaint Miss J complains that HSBC UK Bank Plc (HSBC) have applied the wrong interest rate to two savings accounts she opened with them. HSBC has paid £50 compensation to Miss J, but she’d like the difference in interest paid to her. What happened In March 2024, Miss J... (2 pages)View decision -
Decision Reference DRN-5222475
26 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5222475 The complaint Mrs K complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (6 pages)View decision -
Decision Reference DRN-5376251
26 Mar 2025 RAC Insurance Limited UpheldInsuranceDRN-5376251 The complaint Miss M complains about poor service she received from RAC Insurance Limited (‘RAC’) under a breakdown assistance insurance policy. For ease of reading, references to RAC include their counterparts and appointed representatives in Holland. What happened As the... (4 pages)View decision -
Decision Reference DRN-5236275
26 Mar 2025 Michael Chapman UpheldPensions and AnnuitiesDRN-5236275 The complaint Mr F complains about Michael Chapman (MC). He says one of MC’s advisers gave him unsuitable advice, recommending that he transfer the proceeds of a Personal Pension Plan (PPP) and Defined Benefit (DB) occupational pension scheme (OPS) to a Self-Invested Pension... (23 pages)View decision -
Decision Reference DRN-5426652
26 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5426652 The complaint Mrs A is unhappy with how Moneybarn No. 1 Limited treated her when she got into financial difficulty in relation to a conditional sale agreement taken to finance a car. What happened In March 2020, Mrs A entered into a conditional sale agreement with Moneybarn ... (9 pages)View decision -
Decision Reference DRN-5326441
26 Mar 2025 Aldermore Bank Plc UpheldMortgagesDRN-5326441 The complaint Mr J complains that Aldermore Bank Plc didn’t tell him about the impact a non-payment agreement would have on his credit file. He said if Aldermore had explained things properly, he wouldn’t have missed his payments. What happened Mr J told us he’s experienced ... (4 pages)View decision -
Decision Reference DRN-5170178
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5170178 The complaint Ms S complains that Revolut Ltd did not reimburse the funds she lost to a scammer. What happened Ms S fell victim to a task-based job scam, in which she had to complete a set number of tasks per day to earn a salary and commission. Some ‘luxury packages’ cost m... (3 pages)View decision -
Decision Reference DRN-5002984
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5002984 The complaint Mrs H complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (7 pages)View decision -
Decision Reference DRN-5334587
26 Mar 2025 XL Insurance Company SE Not upheldInsuranceDRN-5334587 The complaint Mr D has complained about XL Insurance Company SE. It is the insurer for the building which comprises his flat. Internal window frames of Mr D’s flat were damaged by water ingress from the balcony. XL declined the claim made for the damaged frames and Mr D feel... (6 pages)View decision
