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 366874 results
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Decision Reference DRN-5542985
23 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5542985 Complaint Mrs R has complained about a credit card that Santander UK Plc (“Santander”) provided to her. She says the credit card was not affordable for her and as she was already in persistent debt with other credit card providers, she shouldn’t have been provided with this... (8 pages)View decision -
Decision Reference DRN-4908334
23 May 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4908334 The complaint Mr A complains that St. James’s Place Wealth Management Plc (SJP) gave him unsuitable advice to switch an existing personal pension into an SJP Retirement Account What happened Our investigator set out the background to this complaint in his assessment. As this... (11 pages)View decision -
Decision Reference DRN-5545441
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5545441 The complaint A company, which I will refer to as H, complains that Revolut Ltd introduced a new fee for its Basic Business Account without giving adequate notice. What happened H’s director told us: On 25 February 2025, Revolut wrote to him to say it was introducing a mo... (3 pages)View decision -
Decision Reference DRN-5073245
23 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5073245 The complaint Mr C is unhappy that HSBC UK Bank Plc trading as first direct (“HSBC”) won’t refund money he lost as a result of a scam. What happened Mr C met a person online who I will call D. Mr C says that he exchanged a number of video calls and messages with her. After s... (2 pages)View decision -
Decision Reference DRN-5465795
23 May 2025 Countrywide Principal Services Limited UpheldInsuranceDRN-5465795 The complaint Mr N complains that Countrywide Principal Services Limited trading as Countrywide Insurance Services mis-sold a rent protection insurance policy to him and that it later cancelled the policy. What happened In March 2024, Mr N took out rent and legal protection ... (4 pages)View decision -
Decision Reference DRN-5498874
23 May 2025 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-5498874 The complaint Mr H has complained about his minor damage insurer, Aioi Nissay Dowa Insurance UK Limited because it has declined his claim made for scratches to his car. He thinks it caused delays and communicated poorly. What happened Mr H made a claim to Aioi on 27 June 2... (3 pages)View decision -
Decision Reference DRN-5581190
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5581190 The complaint Mr U complains that Revolut Ltd didn’t do enough to protect him when he was falling victim to a scam, and that it hasn’t refunded his losses since the scam was revealed. What happened I issued a provisional decision (PD) for Mr U’s complaint on 15 May 2025. I’... (10 pages)View decision -
Decision Reference DRN-5498820
23 May 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5498820 The complaint Mrs H and Mr Y have complained about Legal and General Assurance Society Limited’s (“L&G”) handling of a critical illness claim. What happened The details of this complaint are well known to both parties, so I won't repeat them again here. Instead I’ll... (2 pages)View decision -
Decision Reference DRN-5547845
23 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5547845 The complaint Mrs S has complained about Domestic & General Insurance Plc’s (‘D&G’s’) failure to provide information and support in relation to a claim she made for a replacement washing machine. What happened On 6 May 2025 I issued a provisional decision, explaining... (5 pages)View decision -
Decision Reference DRN-5536461
23 May 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5536461 Complaint Mr L has complained about a credit card Tesco Personal Finance Limited (“Tesco PF”) provided to him. He says that the credit card and the subsequent limit increases shouldn’t have been provided as they were unaffordable for him. Background Tesco PF provided Mr L w... (7 pages)View decision
