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 366350 results
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Decision Reference DRN-5569048
19 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5569048 The complaint Mr H has complained that Aviva Insurance Limited unreasonably cancelled his motor policy on the suspicion of fronting. What happened Mr H said he bought a car which he successfully insured with him as the main driver, and his son and daughter as named drivers ... (5 pages)View decision -
Decision Reference DRN-5568280
19 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5568280 The complaint Mr S complains that Revolut Ltd hasn’t refunded payments on his account he says he didn’t authorise. What happened In mid-March 2024, Mr S received notifications in his Revolut app about attempted payments using his card. Mr S went into the app and declined the... (7 pages)View decision -
Decision Reference DRN-5094453
19 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5094453 The complaint Ms M complains that TSB Bank plc (“TSB”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms M has said that starting from Febru... (2 pages)View decision -
Decision Reference DRN-5567911
19 May 2025 Phil Anderson Financial Services Ltd UpheldPensions and AnnuitiesDRN-5567911 The complaint Mr H and his wife submitted complaints about investment advice they received from Phil Anderson Financial Services Ltd (‘PA’). They received the advice jointly (for a jointly held General Investment Account), and individually (for their respective Retirement Ac... (13 pages)View decision -
Decision Reference DRN-5494910
19 May 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5494910 The complaint Mr K is unhappy that AXA PPP Healthcare Limited (AXA) declined the claim under his private medical insurance policy. What happened Mr K took out a group private medical insurance policy with AXA in August 2024. His wife and daughter are also joined onto the pol... (4 pages)View decision -
Decision Reference DRN-5401912
19 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5401912 The complaint Mr H is unhappy that U K Insurance Limited (“UKI”) declined his boiler claim under his home emergency cover. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mr H had home emergenc... (3 pages)View decision -
Decision Reference DRN-5567708
19 May 2025 Phil Anderson Financial Services Ltd UpheldPensions and AnnuitiesDRN-5567708 The complaint Mrs H and her husband submitted complaints about investment advice they received from Phil Anderson Financial Services Ltd (‘PA’). They received the advice jointly (for a jointly held General Investment Account), and individually (for their respective Retiremen... (12 pages)View decision -
Decision Reference DRN-5273933
19 May 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5273933 The complaint Mr A has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Kroo in February 2023 and used it regularly. His use in April to July increased substantially as he rec... (2 pages)View decision -
Decision Reference DRN-5366866
19 May 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5366866 The complaint Mr and Mrs L complain about what happened when they tried to port their existing mortgage with HSBC UK Bank Plc. They said HSBC unreasonably refused to lend on the property they had already committed to moving to, which caused them foreseeable harm. What happen... (5 pages)View decision -
Decision Reference DRN-5531729
19 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5531729 The complaint Ms T has complained Wise Payments Limited misrepresented the status of her personal account and was unable to provide clear data about credits and debits made. She disputed there was ever a debt on the account when her account was closed. What happened Ms T hel... (2 pages)View decision
