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-5401422
17 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5401422 The complaint Mrs O is unhappy that Revolut Ltd won’t reimburse money she lost to a scam What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs O has explained that between April 2023 and June 2023 she... (12 pages)View decision -
Decision Reference DRN-5337343
17 Mar 2025 Millennium Insurance Company Limited Not upheldInsuranceDRN-5337343 The complaint Ms G has complained about the way Millennium Insurance Company Limited dealt with a claim under her home emergency insurance policy. What happened In April 2024 Ms G took out a home emergency policy which was underwritten by Millennium. In June Ms G contacted... (2 pages)View decision -
Decision Reference DRN-4567648
17 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-4567648 The complaint Mr E complains about the actions of Zempler Bank Limited trading as Cashplus Bank when he lost money to a scam. Mr E is being represented by a claims management company but for ease of reading I’ll only refer to Mr E in the decision. What happened The detaile... (3 pages)View decision -
Decision Reference DRN-5387173
17 Mar 2025 ValidPath Limited UpheldPensions and AnnuitiesDRN-5387173 The complaint Mrs F complains that ValidPath Limited (ValidPath) provided unsuitable investment advice in respect of her Self Invested Personal Pension Plan (SIPP), failed to provide annual reviews she was charged for and caused delays when she decided to transfer her pensio... (11 pages)View decision -
Decision Reference DRN-5187875
17 Mar 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5187875 The complaint Mr A complains The Royal Bank of Scotland Plc (“RBS”) closed his account without explanation in April 2024. Mr A says RBS’ actions caused him severe distress and inconvenience. To put things right, Mr A wants proportionate compensation, a detailed explanation, ... (2 pages)View decision -
Decision Reference DRN-4966346
17 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4966346 The complaint Mr B is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but for ease of reference I’ll only refer to Mr B here. What happened The detailed background to this complaint is ... (10 pages)View decision -
Decision Reference DRN-5395427
17 Mar 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5395427 The complaint Mr L has complained about Marshmallow Insurance Limited. He isn’t happy about the level of no claims discount (NCD) he was provided with when he cancelled his motor insurance policy mid-term. What happened Mr L took out his motor insurance policy through Marshm... (2 pages)View decision -
Decision Reference DRN-5368557
17 Mar 2025 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5368557 The complaint Mr J has complained that The Royal London Mutual Insurance Society Limited failed to send him a retirement pack for his pension policy in good time, denying him the chance to explore his benefit options. He also says that he received poor customer service and t... (8 pages)View decision -
Decision Reference DRN-5328570
17 Mar 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5328570 The complaint Mr H complains that National Savings and Investments (NS&I) didn’t pay full interest on his Bond when additional funds were paid in. What happened Mr H took out an NS&I one-year Bond with funds paid by cheque. He said he posted his cheque on 5 October 2... (2 pages)View decision -
Decision Reference DRN-5181025
17 Mar 2025 Stripe Payments UK Limited Not upheldBanking and PaymentsDRN-5181025 The complaint R complain Stripe Payments UK Limited (“Stripe”) closed their account with immediate effect without notice nor provided a thorough explanation. R add Stripe hasn’t applied its terms fairly as their business activity doesn’t fall into its prohibited list. R say ... (3 pages)View decision
